Term
| The five processes in Service Operations |
|
Definition
A PIER:
Access Management
Problem Management
Incident Management,
Event Management
Request Fulfillment. |
|
|
Term
| 3 Service Strategy Processes |
|
Definition
Service Portfolio Management - Decide what services to offer, understanding why customers should buy them from us and provide direction to service design.
Demand Management - understand customer requirements for services and how they vary over the business cycle and ensure the provision of the service at the appropriate level.
Financial Management - operational visibility into the financial aspects of IT services to enhance decision making, operational control and ensure value capture and creation. |
|
|
Term
| 3 Service Transition Processes |
|
Definition
Change Management - Respond to the changing business requirements while maximizing value and reducing incidents, disruption and re-work.
Service Asset and Configuration Management - protect the integrity of service assets and configuration items through the service lifecycle.
Release and Deployment Management - to create clear, comprehensive release and deployment plans to build, test and deploy change projects into the environment. |
|
|
Term
|
Definition
Service
Customer
Multilevel (includes corporate) |
|
|
Term
| 4 Ps to consider in a design of Service Management |
|
Definition
people,
products,
partners
processes. |
|
|
Term
|
Definition
VJID :
Validate,
Justify,
Intervene
Direct. |
|
|
Term
| 5 Service Operations Processes |
|
Definition
Incident Management - To restore service as quickly as possible within agreed service levels and minimize the impact to the business.
Event Management - detect and make sense of events and determine appropriate controls.
Request Fulfillment - provide a channel for users to request and receive standard services.
Problem Management - to prevent problems and resulting incidents from happening and to eliminate recurring incidents and minimize impact of those that cannot be prevented.
Access Management - granting authorized users the right to use a service and prevent access by nonauthorized users. |
|
|
Term
| 7 R's to consider when assessing a change |
|
Definition
| raised, reason, return, risks, resources, responsible, and relationships. |
|
|
Term
| 7 Service Design Processes |
|
Definition
Service Catalog Management - Create and manage an accurate service catalog.
Service Level Management - negotiate, agree and document service levels and ensure that all operational
services and their performance are measured in a consist way.
Availability Management - ensure that the levels of service availability are delivered in all services to match or exceed the current and future agreed needs of the business.
Information Security Management - provide a focus for all aspects of IT security and manage all IT security activities. To protect the interests of these relying on information.
Supplier Management - manage supplier relationship and performance.
Capacity Management - ensure a cost justifiable IT capacity always exists in all areas of IT and is matched to current and future agreed levels.
IT Service Continuity - ensure that the required IT technical and service facilities can be resumed within required and agreed timescales in the event of a major disruption. |
|
|
Term
|
Definition
| the level and extent of a service's functionality or data that a user is entitled to. |
|
|
Term
|
Definition
| Something that happens that triggers and event or a call for action. |
|
|
Term
| Areas of focus to improve availability |
|
Definition
Reliability : ability to remain operational without failure
Resilience: ability to remain operational despite failure,
Maintainability : ability to maintain in operational condition,
Serviceability: ability of service provider to keep service available,
MTTR : mean time to repair,
MTBF : mean time between failure,
MTBSI : mean time between system incidents,
Detect, diagnosis, recover and restore |
|
|
Term
|
Definition
|
|
Term
|
Definition
| a benchmark used as a reference point, which is measured and approved. |
|
|
Term
|
Definition
| the gains achieved as a result of an improvement |
|
|
Term
|
Definition
| a decision support and planning tool that predicts outcomes of a proposed action. |
|
|
Term
| Business Relationship Manager |
|
Definition
| Identifies and documents customer needs. Documents patterns of business activity and user profiles. Identifies correct service level packages for their customers. |
|
|
Term
|
Definition
| Change Advisory Board (change approval for most normal changes, some are done by change manager) |
|
|
Term
|
Definition
| The intangible assets of an organization including people, process, knowledge, processes, etc. |
|
|
Term
|
Definition
| Category type item structure for storing incidents in a database. |
|
|
Term
|
Definition
|
|
Term
|
Definition
| Configuration Management Database |
|
|
Term
|
Definition
| Capacity Management Information System |
|
|
Term
|
Definition
| Configuration Management System |
|
|
Term
| Strategy Conflicting Motives (Balances) |
|
Definition
| Internal vs External, Stability vs Responsiveness, Quality vs Cost, Reactive vs Proactive. |
|
|
Term
| Continual Service Improvement |
|
Definition
| The objective of CSI is to align IT services to changing business needs by identifying and implementing improvements to processes, services, activities and functions. |
|
|
Term
|
Definition
| A legally binding document between one or more parties to supply goods or services. |
|
|
Term
|
Definition
| An IT Service that delivers outcomes desired by one or more customers. |
|
|
Term
|
Definition
Ultimately responsible for the success of all improvement activities.
Responsible for the deployment of CSI, communicating the vision and ensuring the success of all improvement activities working with process owners, SLM and SO. |
|
|
Term
|
Definition
What is the vision? (strategy)
Where are we now? (assessment)
Where do we want to be? (target)
How do we get there? (process improvement)
Are we there yet? (measure)
How do we keep the momentum going? |
|
|
Term
|
Definition
Define what you SHOULD measure,
Define what you CAN measure,
Gather the data,
Process the data,
Present the data
Implement improvments |
|
|
Term
|
Definition
| insourcing, outsourcing, co sourcing, partnership or multisourcing, Business Process Outsourcing (BPO), Application Service Provider (ASP) and Knowledge Process Outsourcing (KPO the most recent form) |
|
|
Term
|
Definition
| Data, information, knowledge, wisdom |
|
|
Term
|
Definition
|
|
Term
| Documents from Service Level Management |
|
Definition
SLA : Service level agreement,
OLA: operational level agreement,
UC: underpinning contract (with supplier management),
SLR: service level requirements,
SIP: Service Improvement Plan |
|
|
Term
|
Definition
| Emergency Advisory Board (change approval for emergency changes) |
|
|
Term
|
Definition
An alert or notification created by a service or CI typically significant requiring action.
Three types of events: exception, warning and information. |
|
|
Term
|
Definition
| Service Desk, Technical Management, Application Management, IT Operations Management (includes operations control and facilities management) |
|
|
Term
|
Definition
| A team or group of people and the tools they use to carry out one or more processes or activities. A unit of the organization. |
|
|
Term
| Good practice VS Best practice |
|
Definition
| A good practice is standards and frameworks that are established and in wide industry use and it includes proprietary knowledge. |
|
|
Term
|
Definition
| information about a user that distinguishes them as an individual. |
|
|
Term
|
Definition
| Outcomes when compared to before show measurable increase of a desirable metric or decrease of undesirable metric. |
|
|
Term
|
Definition
| An unplanned interruption or reduction in the quality of an IT Service or could be in the future. |
|
|
Term
|
Definition
| Information Security Management System: |
|
|
Term
|
Definition
| (Information Technology Infrastructure Library) a set of best practice guidance for IT Service Management. Proven good practice that is wide industry use. First published in 1980s by the OGC (Office of Government Commerce). |
|
|
Term
|
Definition
| Known Error Database: storage of known errors and their workarounds |
|
|
Term
|
Definition
| The known root case of a problem that has a workaround. |
|
|
Term
| Main activities of Service Strategy |
|
Definition
| define the market, develop the offerings, develop strategic assets and prepare for execution. |
|
|
Term
|
Definition
| A standard, predefined method or template. Used for Incidents, Problems, Requests, Changes,Releases, Deployments & Services |
|
|
Term
| Deming Cycle of Continuous Improvement |
|
Definition
| PDCA: Plan, Do, Check, Act. |
|
|
Term
|
Definition
|
|
Term
|
Definition
| The unknown cause of one or more incidents. |
|
|
Term
|
Definition
| A structured set of Activities designed to accomplish a specific objective. A process should create value for the stakeholders. |
|
|
Term
|
Definition
A process (activities, metrics, roles, procedures, instructions, improvements) that uses inputs to create outputs (outcome and review).
The process is controlled (owner, objective, documentation, feedback) and enabled (resources and capabilities) and is initiated by a trigger. |
|
|
Term
|
Definition
| Assist with the design, documentation, and performance enhancement of a process by monitoring and improving over time making sure the desired outcome is achieved. |
|
|
Term
| Processes in Service Strategy |
|
Definition
| Demand Management, Financial Management and Service Portfolio Management. |
|
|
Term
| Processes in Service Transition |
|
Definition
| (CSR): Change Management, Service Asset & Configuration Management, and Release & Deployment Management |
|
|
Term
|
Definition
| Owns and manages a set of related services, evaluates market opportunities and customers needs, creates business cases and plans for new service deployment programs. |
|
|
Term
|
Definition
| manual, reciprocal, gradual, intermediate, fast and immediate. |
|
|
Term
| Release and Deployment Methods |
|
Definition
| big bang vs phased, push vs pull, automated vs manual. |
|
|
Term
|
Definition
| a group of release units (delta and full) that can be successfully released into the live environment and deployed. |
|
|
Term
|
Definition
| a group of CIs that are usually released together. |
|
|
Term
| Requirements for the security of information |
|
Definition
| Confidentiality,integrity and availability and authentication. |
|
|
Term
|
Definition
| A tangible asset of an organization including IT infrastructure, money, people or other asset used to deliver a service. |
|
|
Term
|
Definition
| request for change (the trigger for Change Management) |
|
|
Term
|
Definition
| privileges provided with access including read, write, execute, change, delete. |
|
|
Term
| Risk Management and Analysis |
|
Definition
| Identify, own, evaluate, accept, define solution (Risk Analysis) AND implement response, assure effectiveness and embed and review (Risk Management). (MoR) |
|
|
Term
|
Definition
| Return on Investment by measuring the benefit or savings associated with an expenditure over time. |
|
|
Term
|
Definition
| A set of responsibilities, activities and authorities granted to a person or team. |
|
|
Term
|
Definition
| Supplier Contract Database |
|
|
Term
|
Definition
| A means of delivering value to customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks. |
|
|
Term
|
Definition
| Services in the live environment or prepared to be transitioned into the (chartered) live environment it includes the business service catalog and the technical service catalog. |
|
|
Term
|
Definition
| The objective of Service Design is to design and develop services and processes for new services, improved services and improvements necessary to maintain value to customers over the lifecycle. |
|
|
Term
|
Definition
| details all aspects of a service through all stages of its lifecycle and is passed from design to transition for implementation (blueprint). |
|
|
Term
|
Definition
| Defined level of utility and warranty for a particular service package. |
|
|
Term
|
Definition
| Requirements, defined, analyzed, approved, chartered, designed, developed, built, test,release, operational and retired. |
|
|
Term
|
Definition
| A set of specialized organizational capabilities for providing value to customers in the form of services. |
|
|
Term
|
Definition
| manages the development, implementation, evaluation and on going management of new and existing products and services. |
|
|
Term
|
Definition
| ability to predict and report service performance against targets. |
|
|
Term
|
Definition
| a graphical representation of a business opportunity to create value. |
|
|
Term
|
Definition
| The objective of Service Operations is to coordinate and carry |
|
|
Term
|
Definition
| Responsible to the Customer for the initiation, transition and ongoing maintenance and support of a service over its lifecycle. |
|
|
Term
|
Definition
| Detailed description of a service and includes SLP, one or more core and supporting services. |
|
|
Term
|
Definition
| Contains the service pipeline, service catalog and retired services to keep track and document a service throughout the lifecycle. |
|
|
Term
|
Definition
| An organization supplying Services to one or more Internal Customers or External Customers. There are three types: Internal, External, Shared. |
|
|
Term
|
Definition
| A request from a user for information, advice or for a standard change. |
|
|
Term
| Service Strategy Objective |
|
Definition
| The objective of Service Strategy is to transform Service Management into a strategic asset by providing guidance on what services to offer and to whom, how to create value for our customers, and how to differentiate ourselves from competing alternatives. |
|
|
Term
| Service Transition Objective |
|
Definition
| The objective of Service Transition is to plan and implement the deployment of all releases to create a new or improve and existing service, ensuring that the value to the business in achieved. To realize the plans from Service Design and release into operations successfully. |
|
|
Term
|
Definition
| Service Knowledge Management System with four levels, data and information, information integration, knowledge processing and presentation. |
|
|
Term
|
Definition
| The current state of a configuration as captured by a discovery tool. |
|
|
Term
|
Definition
| Third party responsible fore supplying goods or services to one ore more customers. |
|
|
Term
|
Definition
| A service that enables or enhances a core service. |
|
|
Term
| The characteristics of a process are MSCR |
|
Definition
| Measureable, deliver Specific results to Customers and Respond to a specific event. |
|
|
Term
| The 5 aspects of Service Design |
|
Definition
| STAMP Services, Technologies, Architectures, Metrics and Processes. |
|
|
Term
| The 3 levels of capacity management |
|
Definition
| BCM : Business Capacity Management, |
|
|
Term
|
Definition
| Normal/Standard/Emergency |
|
|
Term
|
Definition
|
|
Term
| Three types of service providers |
|
Definition
| internal, external and shared. |
|
|
Term
|
Definition
| timeframes for each stage of the incident based upon SLA and priority. |
|
|
Term
|
Definition
| Define requirements, analysis of requirements, evaluate vendors, tool selection. |
|
|
Term
| Two methods to understand demand |
|
Definition
| Patterns of business activity and user profiles. |
|
|
Term
| Two outputs from change management (documents for communication) |
|
Definition
| PSO, CS: projected service outage and Change Schedule |
|
|
Term
|
Definition
|
|
Term
|
Definition
| Service validation model that builds in service validation and testing early in the service lifecycle. |
|
|
Term
|
Definition
|
|
Term
|
Definition
| Value of Investment in benefits that are non monetary or longterm outcomes. |
|
|
Term
|
Definition
| fit for use, a defined level of service availability, capacity, continuity and security. |
|
|
Term
|
Definition
| a temporary fix to an incident or problem, or method that makes the customer not reliant on a failed portion of the infrastructure. |
|
|
Term
Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change
manager without a change advisory board (CAB) meeting |
|
Definition
|
|
Term
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management |
|
Definition
|
|
Term
At which stage of the service lifecycle should the processes necessary to operate a new service
be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management |
|
Definition
|
|
Term
Which process is involved in monitoring an IT service and detecting when the performance drops
below acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management |
|
Definition
|
|
Term
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation |
|
Definition
|
|
Term
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter |
|
Definition
|
|
Term
Which one of the following is the purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services |
|
Definition
|
|
Term
Which one of the following is the BEST description of a relationship in service asset and
configuration management?
A. Describes the topography of the hardware
B. Describes how the configuration items (CIs) work together to deliver the services
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a release |
|
Definition
|
|
Term
Which one of the following can help determine the level of impact of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP) |
|
Definition
|
|
Term
Which one of the following is the BEST description of a service level agreement (SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer |
|
Definition
|
|
Term
In terms of adding value to the business, which one of the following describes service operation s
contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is visible to customers |
|
Definition
|
|
Term
Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities |
|
Definition
|
|
Term
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only C
C. 1 and 3 only
D. All of the above |
|
Definition
|
|
Term
Which one of the following statements BEST describes a definitive media library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration items (CIs) are
stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized versions of all software and back-ups are stored
and protected |
|
Definition
|
|
Term
What is the name of the group that should review changes that must be implemented faster than
the normal change process?
A. Technical management
B. Emergency change advisory board
C. Urgent change board
D. Urgent change authority |
|
Definition
|
|
Term
Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs) |
|
Definition
|
|
Term
Which one of the following is NOT a responsibility of the service transition stage of the service
lifecycle?
A. To ensure that a service can be managed and operated in accordance with constraints
specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release |
|
Definition
|
|
Term
Which process is responsible for discussing reports with customers showing whether services
have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management |
|
Definition
|
|
Term
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources |
|
Definition
|
|
Term
Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only |
|
Definition
|
|
Term
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation |
|
Definition
|
|
Term
Which one of the following is the BEST definition of the term service management?
A. A set of specialized organizational capabilities for providing value to customers in the form of
services
B. A group of interacting, interrelated, or independent components that form a unified whole,
operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities |
|
Definition
|
|
Term
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above |
|
Definition
|
|
Term
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfillment |
|
Definition
|
|
Term
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only |
|
Definition
|
|
Term
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would
be expected of them?
A. Be accountable for the outcome of an activity
B. Perform an activity
C. Be kept up-to-date on the progress of an activity
D. Manage an activity |
|
Definition
|
|
Term
Which one of the following activities are carried out during the Where do we want to be? step of
the continual service improvement (CSI) approach?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets |
|
Definition
|
|
Term
Which one of the following includes four stages called Plan, Do, Check and Act?
A. The Deming cycle
B. The continual service improvement approach
C. The seven-step improvement process
D. The service lifecycle |
|
Definition
|
|
Term
Which one of the following does service metrics measure?
A. Functions
B. Maturity and cost
C. The end-to-end service
D. Infrastructure availability |
|
Definition
|
|
Term
Which one of the following is the BEST definition of reliability?
A. The availability of a service or component
B. The level of risk that affects a service or process
C. How long a service or configuration item (CI) can perform its function without failing
D. How quickly a service or component can be restored to normal working order |
|
Definition
|
|
Term
Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service
portfolio
D. Ensuring that all operational services are recorded in the service catalogue |
|
Definition
|
|
Term
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the
configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders |
|
Definition
|
|
Term
Which one of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database |
|
Definition
|
|
Term
Which one of the following is NOT part of the service design stage of the service lifecycle?
. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and
the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes |
|
Definition
|
|
Term
Which one of the following is concerned with policy and direction?
A. Capacity management
B. Governance
C. Service design
D. Service level management |
|
Definition
|
|
Term
Implementation of IT1L service management requires the preparation and planning of the effective
and efficient use of "the four Ps."
What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners |
|
Definition
|
|
Term
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only |
|
Definition
|
|
Term
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff |
|
Definition
|
|
Term
Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA) |
|
Definition
|
|
Term
Which one of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To ensure that service changes create the expected business value
C. To minimize the impact of service outages on day-to-day business activities
D. To plan and manage entries in the service catalogue |
|
Definition
|
|
Term
Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item (CI) or IT
service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem |
|
Definition
|
|
Term
Which one of the following activities does application management perform?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application |
|
Definition
|
|
Term
Which one of the following is the BEST description of the purpose of the service operation stage of
the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers |
|
Definition
|
|
Term
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be
found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business |
|
Definition
|
|
Term
Which statement about the emergency change advisory board (ECAB) is CORRECT?
A. The ECAB considers every high priority request for change
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
D. The ECAB will be chaired by the IT director |
|
Definition
|
|
Term
Which of the following availability management activities is/are considered to be proactive as
opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 1 only
D. 2 only |
|
Definition
|
|
Term
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1 only
B. 2 and 3 only f
C. 1, 2 and 4 only
D. All of the above |
|
Definition
|
|
Term
Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items |
|
Definition
|
|
Term
The design of IT services requires the effective and efficient use of "the four Ps". What are these
four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners |
|
Definition
|
|
Term
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems |
|
Definition
|
|
Term
Which process is responsible for ensuring that appropriate testing takes place?
A. Knowledge management
B. Release and deployment management
C. Service asset and configuration management
D. Service level management |
|
Definition
|
|
Term
In which core UIL publication can you find detailed descriptions of service catalogue management,
information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation |
|
Definition
|
|
Term
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we
keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the
plan; Check the plan has been properly implemented; Improve the solution
D. 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? |
|
Definition
|
|
Term
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this
type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level |
|
Definition
|
|
Term
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management |
|
Definition
|
|
Term
Which one of the following functions would be responsible for the management of a data centre?
A. Technical management
B. Service desk
C. Application management
D. Facilities management |
|
Definition
|
|
Term
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfillment
B. Service portfolio management
C. Service desk
D. IT finance |
|
Definition
|
|
Term
Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management |
|
Definition
|
|
Term
Which one of the following is NOT a valid purpose or objective of problem management?
A. To prevent problems and resultant incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents |
|
Definition
|
|
Term
Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate |
|
Definition
|
|
Term
Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration
management system (CMS)
D. To deliver and manage IT services at agreed levels to business users |
|
Definition
|
|
Term
Which of the following is an objective/are objectives of the service strategy stage of the service
lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
A. 1 only
B. 2 only
C. 3 only
D. All of the above |
|
Definition
|
|
Term
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only |
|
Definition
|
|
Term
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs) |
|
Definition
|
|
Term
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle |
|
Definition
|
|
Term
Which one of the following do technology metrics measure?
A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction |
|
Definition
|
|
Term
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all customers of that service |
|
Definition
|
|
Term
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above |
|
Definition
|
|
Term
Which one of the following activities would be performed by access management?
A. Providing physical security for staff at data centers and other buildings
B. Managing access to computer rooms and other secure locations
C. Managing access to the service desk
D. Managing the rights to use a service or group of services |
|
Definition
|
|
Term
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillment, and
access management
B. Event management, incident management, change management, and access management
C. Incident management, problem management, service desk, request fulfillment, and event
management
D. Incident management, service desk, request fulfillment, access management, and event
management |
|
Definition
|
|
Term
Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only |
|
Definition
|
|
Term
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above |
|
Definition
|
|
Term
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager |
|
Definition
|
|
Term
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics |
|
Definition
|
|
Term
Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management |
|
Definition
|
|
Term
Which one of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization |
|
Definition
|
|
Term
Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration
management
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only |
|
Definition
|
|
Term
What types of changes are NOT usually included within the scope of change
management?
a) Changes to a mainframe computer
b) Changes to business strategy
c) Changes to a service level agreement (SLA)
d) The retirement of a service |
|
Definition
|
|
Term
Which of the following is NOT a purpose of service operation?
a) To undertake testing to ensure services are designed to meet business needs
b) To deliver and manage IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes |
|
Definition
|
|
Term
What does the term IT operations control refer to?
a) Managing the technical and applications management functions
b) Overseeing the execution and monitoring of operational activities and events
c) A set of tools used to monitor and display the status of the IT infrastructure and
applications
d) A service desk monitoring the status of the infrastructure when operators are
not available |
|
Definition
|
|
Term
Which process is responsible for recording relationships between service
components?
a) Service level management
b) Service portfolio management
c) Service asset and configuration management (SACM)
d) Incident management |
|
Definition
|
|
Term
What is the RACI model used for?
a) Documenting the roles and responsibilities of stakeholders in a process or
activity
b) Defining requirements for a new service or process
c) Analysing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of service
management |
|
Definition
|
|
Term
Which of the following is the BEST description of an operational level agreement
(OLA)?
a) An agreement between an IT service provider and another part of the same
organization that assists in the provision of services
b) A written agreement between the IT service provider and their customer(s)
defining key targets and responsibilities of both parties
c) An agreement between two service providers about the levels of service
required by the customer
d) An agreement between a third party service desk and the IT customer about fix and response times |
|
Definition
|
|
Term
What is the MAIN purpose of availability management?
a) To monitor and report availability of components
b) To ensure that all targets in the service level agreements (SLAs) are met
c) To guarantee availability levels for services and components
d) To ensure that service availability meets the agreed needs of the business |
|
Definition
|
|
Term
Which of the following does service transition provide guidance on?
1. Introducing new services
2. Decommissioning services
3. Transfer of services between service providers
a) 1 and 2 only
b) 2 only
c) All of the above
d) 1 and 3 only |
|
Definition
|
|
Term
Which one of the following is NOT a stage of the service lifecycle?
a) Service optimization
b) Service transition
c) Service design
d) Service strategy |
|
Definition
|
|
Term
Which one of the following statements about a configuration management system
(CMS) is CORRECT?
a) The CMS should not contain corporate data about customers and users
b) There may be more than one CMS
c) There should not be more than one configuration management database
(CMDB)
d) If an organization outsources its IT services there is still a need for a CMS |
|
Definition
|
|
Term
What are the three sub-processes of capacity management?
a) Business capacity management, service capacity management and component
capacity management
b) Supplier capacity management, service capacity management and component
capacity management
c) Supplier capacity management, service capacity management and technology
capacity management
d) Business capacity management, technology capacity management and
component capacity management |
|
Definition
|
|
Term
Which of the following would be stored in the definitive media library (DML)?
1. Copies of purchased software
2. Copies of internally developed software
3. Relevant licence documentation
4. The change schedule
a) All of the above
b) 1 and 2 only
c) 3 and 4 only
d) 1, 2 and 3 only |
|
Definition
|
|
Term
Which process is responsible for reviewing operational level agreements (OLAs) on
a regular basis?
a) Supplier management
b) Service level management
c) Service portfolio management
d) Demand management |
|
Definition
|
|
Term
Which role should ensure that process documentation is current and available?
a) The service owner
b) The chief information officer
c) Knowledge management
d) The process owner |
|
Definition
|
|
Term
Which of the following does the release and deployment management process
address?
1. Defining and agreeing release and deployment plans
2. Ensuring release packages can be tracked
3. Authorizing changes to support the process
a) 1 and 2 only
b) All of the above
c) 2 and 3 only
d) 1 and 3 only |
|
Definition
|
|
Term
Which of the following are characteristics of every process?
1. It is measurable
2. It delivers a specific result
3. It delivers its primary results to a customer or stakeholder
a) 1 and 3 only
b) 1 and 2 only
c) 2 and 3 only
d) All of the above |
|
Definition
|
|
Term
Which of the following are key ITIL characteristics that contribute to its success?
1. It is vendor-neutral
2. It is non-prescriptive
3. It is best practice
4. It is a standard
a) 3 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only |
|
Definition
|
|
Term
Who should be granted access to the information security policy?
a) Senior business managers and IT staff
b) Senior business managers, IT executives and the information security
manager
c) All customers, users and IT staff
d) Information security management staff only |
|
Definition
|
|
Term
Which of the following are valid elements of a service design package (SDP)?
1. Agreed and documented business requirements
2. A plan for transition of the service
3. Requirements for new or changed processes
4. Metrics to measure the service
a) 1 only
b) 2 and 3 only
c) 1, 2 and 4 only
d) All of the above |
|
Definition
|
|
Term
Which of the following are examples of tools that might support the service
transition stage of the service 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
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only |
|
Definition
|
|
Term
Which of the following statements about problem management is/are
CORRECT?
1. It ensures that all resolutions or workarounds that require a change to a
configuration item (CI) are submitted through change management
2. It provides management information about the cost of resolving and
preventing problems
a) 1 only
b) 2 only
c) Both of the above
d) Neither of the above |
|
Definition
|
|
Term
What is the purpose of the request fulfilment process?
a) Dealing with service requests from the users
b) Making sure all requests within an IT organization are fulfilled
c) Ensuring fulfilment of change requests
d) Making sure the service level agreement (SLA) is met |
|
Definition
|
|
Term
Which statement about value creation through services is CORRECT?
a) The customer's perception of the service is an important factor in value
creation
b) The value of a service can only ever be measured in financial terms
c) Delivering service provider outcomes is important in the value of a service
d) Service provider preferences drive the value perception of a service |
|
Definition
|
|
Term
Which one of the following statements about internal and external customers is
MOST correct?
a) External customers should receive better customer service because they pay
for their IT services
b) Internal customers should receive better customer service because they pay
employee salaries
c) The best customer service should be given to the customer that pays the
most money
d) Internal and external customers should receive the level of customer service
that has been agreed |
|
Definition
|
|
Term
Which one of the following should IT services deliver to customers?
a) Capabilities
b) Cost
c) Risk
d) Value |
|
Definition
|
|
Term
Which one of the following activities is part of the service level management
(SLM) process?
a) Designing the configuration management system from a business
perspective
b) Creating technology metrics to align with customer needs
c) Monitoring service performance against service level agreements (SLAs)
d) Training service desk staff how to deal with customer complaints about
service |
|
Definition
|
|
Term
Which one of the following BEST summarizes the purpose of event management?
a) The ability to detect events, make sense of them and determine the appropriate
control action
b) The ability to detect events, restore normal service as soon as possible and
minimize the adverse impact on business operations
c) The ability to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services by checking the
uptime of infrastructure devices |
|
Definition
|
|
Term
Which one of the following should a service catalogue contain?
a) The version information of all software
b) The organizational structure of the company
c) Asset information
d) Details of all operational services |
|
Definition
|
|
Term
What does "Warranty of a service" mean?
a) The service is fit for purpose
b) There will be no failures in applications and infrastructure associated with the
service
c) All service-related problems are fixed free of charge for a certain period of time
d) Customers are assured of certain levels of availability, capacity, continuity and
security |
|
Definition
|
|
Term
Which is the first activity of the continual service improvement (CSI) approach?
a) Understand the business vision and objectives
b) Carry out a baseline assessment to understand the current situation
c) Agree on priorities for improvement
d) Create and verify a plan |
|
Definition
|
|
Term
Which one of the following is a benefit of using an incident model?
a) It will make problems easier to identify and diagnose
b) It means known incident types never recur
c) It provides pre-defined steps for handling particular types of incidents
d) It ensures all incidents are easy to solve |
|
Definition
|
|
Term
Which one of the following is the CORRECT sequence of activities for handling an
incident?
a) identification, logging, categorization, prioritization, initial diagnosis, escalation,
investigation and diagnosis, resolution and recovery, closure
b) prioritization, identification, logging, categorization, initial diagnosis, escalation,
investigation and diagnosis, resolution and recovery, closure
c) identification, logging, initial diagnosis, categorization, prioritization, escalation,
resolution and recovery, investigation and diagnosis, closure
d) identification, initial diagnosis, investigation, logging, categorization, escalation,
prioritization, resolution and recovery, closure |
|
Definition
|
|
Term
Which service lifecycle stage ensures that measurement methods will provide the
required metrics for new or changed services?
a) Service design
b) Service operation
c) Service strategy
d) Service delivery |
|
Definition
|
|
Term
Which of the following processes are concerned with managing risks to services?
1. IT service continuity management
2. Information security management
3. Service catalogue management
a) All of the above
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only |
|
Definition
|
|
Term
Which one of the following is NOT a type of metric described in continual service
improvement (CSI)?
a) Process metrics
b) Service metrics
c) Personnel metrics
d) Technology metrics |
|
Definition
|
|
Term
Which statement about the relationship between the configuration management
system (CMS) and the service knowledge management system (SKMS) is
CORRECT?
a) The SKMS is part of the CMS
b) The CMS is part of the SKMS
c) The CMS and SKMS are the same thing
d) There is no relationship between the CMS and the SKMS |
|
Definition
|
|
Term
What is the role of the emergency change advisory board (ECAB)?
a) To assist the change manager in ensuring that no urgent changes are made
during particularly volatile business periods
b) To assist the change manager by implementing emergency changes
c) To assist the change manager in evaluating emergency changes and to decide
whether they should be authorized
d) To assist the change manager in speeding up the emergency change process so
that no unacceptable delays occur |
|
Definition
|
|
Term
Which of the following statements about the service desk is/are CORRECT?
1. The service desk is a function that provides a means of communication between
IT and its users for all operational issues
2. The service desk should be the owner of the problem management process
a) 2 only
b) 1 only
c) Both of the above
d) Neither of the above |
|
Definition
|
|
Term
Which one of the following is the CORRECT list of the four Ps of service design?
a) Planning, products, position, processes
b) Planning, perspective, position, people
c) Perspective, partners, problems, people
d) People, partners, products, processes |
|
Definition
|
|
Term
Which one of the following represents the BEST course of action to take when a
problem workaround is found?
a) The problem record is closed
b) The problem record remains open and details of the workaround are
documented within it
c) The problem record remains open and details of the workaround are
documented on all related incident records
d) The problem record is closed and details of the workaround are documented in a
request for change(RFC) |
|
Definition
|
|
Term
Which of the following could be considered stakeholders in a service management project?
1) Users
2) Customers
3) Suppliers
4) Functions
a) 1 and 2 only
b) 3 and 4 only
c) 2 and 4 only
d) all the above |
|
Definition
|
|
Term
Which of the following statements about functions are correct?
1) They may include tools
2) They are groups that use resources to carry out one or more activities
3) One person or group may perform multiple functions
4) They are more costly to implement compared to processes
a) 1,2,3
b) 1,2,4
c) all the above
d) None |
|
Definition
|
|
Term
Which of the following statements about processes is/are true?
1. all processes must have an owner
2. A process takes one or more inputs and turns them into defined outputs
a) 1
b) 2
c) both
d) None |
|
Definition
|
|
Term
Which of the following statements is CORRECT for all PURPOSES?
a) They define functions as part of their design
b) They should deliver value for stakeholders
c) They are carried out by an external service provider in support of a customer
d) They are units of organizations responsible for specific outcomes |
|
Definition
|
|
Term
What roles are defined in the RACI model?
a) Responsible, Accountable, Consulted, Informed
b) Responsible, Acheivable, Consulted, Informed
c) Realistic, Accountable, Consulted, Informed
d) Responsible, Accountable, Corrected, Informed |
|
Definition
|
|
Term
Which of the following statements about demand for IT services is CORRECT?
a) It is driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) It is driven by the delivery schedule generated by Capacity Management |
|
Definition
|
|
Term
Which of the following questions is NOT answered by information in the service portfolion?
a) How should our resources and capabiliities be allocated?
b) what opportunities are there in the market?
c) why should a customer buy these services?
d) What is the pricing model? |
|
Definition
|
|
Term
Which of the following is a primary purpose of business relationship management?
a) Carrying out operational activities to support services
b) Ensuring all targets within service level agreements are met
c) Maximizing contract value and operational efficiency of the services that are delivered
d) Understanding the customers needs and ensuring they are met? |
|
Definition
|
|
Term
|
Definition
|
|
Term
|
Definition
|
|
Term
|
Definition
| Business Impact Analysis - understanding the financial cost of service outages. |
|
|
Term
|
Definition
| Validate,Justify, Intervene, Direct. |
|
|
Term
|
Definition
| To restore service as quickly as possible within agreed service levels and minimize the impact to the business. |
|
|
Term
|
Definition
| Responsible, Accountable, Consulted and Informed. (Responsibility matrix for the activities of a process that defines who is responsible, who is accountable, who is consulted and who is informed. |
|
|
