8/3/2019 ITIL Def 339

1/22

1. Access Management is the execution of policies and action defined in what?:

Information Security and Availability Management

2. After a Change has been implemented, an evaluation is performed. What is the

evaluation called?:Post Implementation Review

3. AM:Availability Management

4. AMIS:Availability Management Information System

5. At the foundation level, what is the primary contact for customers?:SLM - Service

Level Management

6. BCM:Business Capacity Management

7. BCP:Business Continuity Plan

8.BIA:

Business Impact Analysis

9. Big bang vs. Phased, Push vs. Pull and Automated vs. Manual are options

considered within which process?:Release and Deployment Management

10. Can you have a 'legal' contract/agreement with an internal department of your

organization?:No

11. Capabilities:The functions and processes utilized to manage services. Capabilities are

intangible assets of an organization and cannot be purchased, but must be developed

and matured over time.

12. CFIA:Component Failure Impact Analysis

13. CMIS:Capacity Managment Information System

14. CMIS:Capacity Management Information System

15. CSF:Critical Success Factor

16. CSIP:Continual Service Improvement Program

17. CSP:Core Service Package

18. Customer:Refers to the person who pays for the service, or has the authority to

request a service.

19. Defining the value and objectives of IT Services is the primary concern of which of

the following elements of the Service Lifecycle?:Service Strategy

20. Demand Management is primarily used to?:eliminate excess capacity needs

21. Demand Management is responsible for understanding and strategically

responding to business demands for services by...:Analyzing patterns of business

activity and user profiles, and influence demand in line with the strategic objectives.

22. Describe the Data to Wisdom Graph:Data - Information - Knowledge - Wisdom

(DIKW). X axis is Understanding, Y axis is Context, Data is center point. 45 degree

8/3/2019 ITIL Def 339

2/22

angle from data: Information - who, what, when and where; Knowledge - How;

Wisdom - Why.

23. Each process should have a ?:Process Manager. It is also reasonable for each phase

to have a Manager.

24. FTA:Fault Tree Analysis

25. functions are best described as?:self contained units of organizations

26. Functions:A team or group of people and the tools they use to carry out one or more

processes or activities. Functions provide units of organization responsible for specificoutcomes.

27. Good Practice (aka Best Practice):That which is successful in "wide industry use"

28. How do organizations use Resources and Capabilities in creating value?:they are

used to create value in the form of goods and services.29. In SLM what is EXTERNAL:Contracts

30. In SLM what is INTERNAL:Agreements

31. In which ITIL process are negotiations held with the customer about the

availability and capacity levels to be provided?:Service Level Management

32. Incident Management has a value to the business by?:contributing to the reduction

of outages

33. ISM:Information Security Management

34. ISMS:Information Security Management System

35. IT Infrastructure:All the hardware, software, networks, facilities, services andsupport elements that are required to develop, test, deliver, monitor, control and

support IT Services.

36. IT Service Management is best described as?:a set of specialized organizational

capabilities for providing value to customers in the form of services.

37. ITIL can be best described as?:a holistic, Service Lifecycle approach to ITSM based

on international best practices.38. ITSCM:IT Service Continuity Management

39. ITSM:A set of specialized organizational capabilities for providing value tocustomers in the form of services.

40. IVR:Interactive Voice Response

41. Learning and improvement is the primary concern of what elements of the Service

Lifecycle?:Continual Service Improvement (CSI)

42. learnring and improvement is the primary concern of which phases of the Service

Lifecycle?:Continual Service Improvement (CSI)

8/3/2019 ITIL Def 339

3/22

43. List 3 objectives of the Release and Deployment Management process.:To develop

a release and deployment policy, to ensure that training occurs for new service to

operations and support staff, and to ensure that new services are tested prior torelease.

44.List 4 basic concepts of Release and Deployment Management.:

Responsible forDefinitive Spares (DS) and Definitive Media Library (DML). Responsible for building,

testing, and releasing new/changed service. Works closely with Change Managementand Service Asset and Configuration Management. Accountable to ensure that training

of new service to Service Desk and users occur.

45. List 5 Service Operatoins processes:Incident Management, Problem Management

Event Management, Access Management, and Request Fulfillment

46. List basic concepts of Service Desk Function.:meant to be the single point of contact

for users. "Users" call Service Desk (customer calls = user calls). First line of support.

good opportunity for staff to develop skills and move into more technical roles.

47. MoR:Management of Risk

48. MTBSI:Mean Time Between Service Incidents

49. Note 2 general rules for the RACI model.:Only 1 "A" per row to ensureaccountability; more than 1 "A" would confuse this. At least 1 "R" per row; shows that

actions are taking place.

50. OGC:Office of Government Commerce

51. OLA:Operational Level Agreement

52. Patterns of demand generated by the customer's business is driven by?:patterns of

business activity

53. PBA:Patterns of Business Activity

54. PBA:Pattern of Business Activity

55. Processes can be described as?:inter-related activities carried out for the purpose of

creating value for customersr or stakeholders.

56. Provide a definition of Outsourcing delivery model options.:Insourcing relies on

internal resources; outsourcing relies on external organization(s) resources.

57. Provide an activity of IT Service Continuity Management?:documenting the

fallback arrangements

58. PSO:Projected Service Outage

59. QMS:Qualilty Management System

60. Reports from all other processes should go to?:SLM; SLM will report back to thecustomer.

8/3/2019 ITIL Def 339

4/22

61. 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 an organization.

62. Retired Services:decomissioned services

63. SAC:Service Acceptance Criteria

64. SACM:Service Asset and Configuration Management

65. SC:Service Catalog

66. SCD:Supplier Contract Database

67. Service Catalog:live/operational or ready for deployment services

68. Service Pipeline:proposed or in development

69. Service Solution:includes all of the functional requirements, resources, andcapabilities needed and agreed upon.

70. Service:A means of delivering value to Customers by facilitating outcomes customerswant to achieve without the ownership of specific costs or risks.

71. SIP:Service Improvement Plan

72. SLA:Service Level Agreement

73. SLM:Service Level Management

74. SLR:Service Level Requirements

75. SPOF:Single Point of Failure

76. SSIP:Supplier Service Improvement Plan

77. System:Refers to a range of repositories for storing and accessing information - can

include databases, filing cabinets, storage cupboards, etc.

78. TCO:Total Cost of Ownership

79. Technical Management is NOT responsible for?:defining the Operational Level

Agreements for the various technical teams.

80. The 4 stages of the Deming Cycle are?:Plan, Do, Check, Act

81. The best definition of an event is?:An occurrence that is significant for the

management of the IT Infrastructure or delivery of services.

82. The customer's perception of the service is an important factor in?:Value Creation

83. The goal of Service Asset and Configuration Management is to?:provide a logical

model of the IT infrastructure.

84.The Information Security policy should be available to which groups of people?:All customers, users and IT staff

8/3/2019 ITIL Def 339

5/22

85. The ITIL V3 framework is best described as?:A Service Lifecycle

86. The main objective of Availability Management is?:To ensure that serviceavailability matches or exceeds the agreed needs of the business.

87. The objective of Service Asset and Configuration Management is best descibed

as?:to define and control the components of services and infrastructure and maintain

accurate configuration records.

88. The scope of the Change Management process includes changes to services and

other configuration items (CIs) across the whole Service Lifecycle. What types of

changes are NOT usually included within the scope of change management?

Changes to a mainframe computer

Changes to Business Operations

Changes to a Service Level Agreement

The retirement of a service:Changes to Business Operations

89. The Service Catalog forms part of what?:The Service Portfolio.

90. The Service Catalog works closely with...:the Service Level Manager

91. There have been multiple incidents recorded by the Service Desk. It appears that

the network is congested due to multiple connections. What kind of actions should

the Service Deesk analyst take in this instance?:They should ask the Problem

Manager to look into the problem right away.

92. TQM:Total Quality Management

93. UC:Underpinning Contract

94. User:An organization's staff member/employee who uses the IT service.

95. VBF:Vital Business Function

96. VOI:Value on Investment

97. What are 2 ways to influence or manage demand?:Physical/Technical constraints,

Financial constraints

98. What are 3 "why" questions of ITIL v3?:Why does a customer need this service?

Why should the customer purchase services from us? Why should we provide "X" level

of availability, capacity and continuity.

99. What are 3 activities of Financial Management?:Budgeting, IT Accounting, and

Charging.

100. What are 3 Service Packages?:Core Service Package, Supporting Service

Package, and Service Level Package

101. What are 4 functions of Technical Management Function?:Custodian of

technical knowledge and expertise related to managing IT Infrastructure. Providesdetailed technical skills and resources needed to support the ongoing operation of the

IT Infrastructure. Plays an important role in providing the actual resources to supportthe IT Service Management lifecycle. Ensures resources are effectively trained and

8/3/2019 ITIL Def 339

6/22

deployed to design, build, transition, operate and improve the technology to deliver

and support IT Services.

102. What are activities of Access Management?:verification, providing rights,

monitoring identity status, logging and tracking access, removing or restricting rights.

103. What are key activities of Service Asset and Configuration Management?:

Management and Planning, Identification, Status Accounting, Reporting, Verification

and Audit, and Control.

104. What are Release Identification examples?:Major Release, Minor Release,

Emergency Fix.

105. What are Service Design Packages?:They define all aspects of an IT service

and its requirements through each stage of its Lifecycle. A Service Design Package isproduced for each new IT Service, major change, or IT Service Retirement.

106. What are Service Level Requirements (SLRs):A customer requirement foran aspect of an IT service. SLRs are based on business objectives and are used to

negotiate Service Level Targets.

107. What are SLA Structures?:Service-based SLA, Customer-based SLA, Multi-

level-based SLA (Corporate level, Customer level, and Service level)

108. What are some examples of Event Management?:Disk reaching capacity,

Successful backup, Backups failed, Print outputs.

109. What are terms that 'hint' to Service Asset and Configuration

Management?:'logical model' and 'maintaining accurate records'

110. What are the 2 parts of creation and maintenance of Service Catalog?:

Business Service Catalog (plain english using clear and concise language, andcustomer-facing document) and Technical Service Catalog (technical language, non-

customer-facing - IT Dept use).

111. What are the 3 Change Models?:Normal, Standard, and Emergency

112. What are the 3 main types of metrics as defined in Continual Service

Improvement (CSI)?:Process Metrics, Service Metrics, and Technology Metrics.

113. What are the 3 Service Provider Types?:Internal Service Provider, SharedService Provider, and External Service Provider

114. What are the 4 perspectives of ITSM?:People, Partners, Process, Products

115. What are the 4 perspectives that Security Management must consider to

ensure a balanced approach to security?:Ogranizational, Procedural, Physical, andTechnical

116. What are the 4 Ps of Service Design?:The People, Partner, Product, andProcess of elements to be considered in the design of services.

117. What are the 4 reasons why it is important to measure and report?:tovalidate that we are supporting strategy and vision, to justify

8/3/2019 ITIL Def 339

7/22

actions/expenses/measures take or applied, to direct resources(time & money) in the

most appropriate way, to intervene when necessary (e.g. to avoid breaching SLAs).

118. What are the 7 Rs questioons of Change Management used to assess the

impact of the change and to assist in making an information decision?:who Raised

the change? What is the Reason for the change? What is the Return required from thechange? 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 thechange? What is the Relationship between the change and other changes?

119. What are the activities of Capacity Management?:performance monitoring,demand management, application sizing, modeling, tuning, storage capacity

management data, capacity planning, and reporting.

120. What are the activities of Problem Management?:Reactive Problem

Management (detection/logging/investigation etc), Proactive Problem Management

(Trend analysis, Major Problem Reviews, and Targeting preventative action.

121. What are the aspects of Service Design?:Service Solutions, Service

Management systems & tools, Technology Architecture, Processes, and MeasurementSystems and Metrics. All to ensure that standards and conventions are followed.

122. What are the basic concepts of a Major incident?:Shorter timescales,Separate procedurem High impact and urgency, and Defined by business.

123. What are the basic concepts of an Escalation?:Functional (based onknowledge and expertise), Hierarchical (passing up due to timliness or "VIP"),

Responsible for 1st, 2nd, and 3rd line support groups, and Incident Mgmt Activities (in

order).

124. What are the basic concepts of Application Management Function?:

usually divided into departments based on the application portfolio of the organization

allowing easier specialization and more focused support. Managing Applications

throughout their lifecycle. Supports and maintains operational applications, and playsan important role in design, testing, and improvement of applications that form part of

IT Services. Support the organization's business processes by helping to identifyfuncional and manageability requirements for application software. Assist in the design

and deployment of those applicatoins. Provide ongoing support and improvement of

those applications. Identify skills required to support the applications. Deciding

whether to build or buy.

125. What are the basic concepts of Service Operation?:Where value is seenfrom the customer perspective, Achieving the Balance, Internal IT view vs. external

business view, Stability vs. responsiveness, Quality of service vs. cost of service,

Reactive vs. proactive.

126. What are the benefits of Financial Management?:Enhanced decision

making, Increased speed of change, Improved Service Portfolio Management,Financial compliance and control, Operational Control, Value capture and creation,

Increased visibility, and Increased perception of IT.

8/3/2019 ITIL Def 339

8/22

127. What are the characteristics of every process?:They are measurable, they

deliver specific results, they deliver outcomes to customers or stakeholders, and they

respond to specific events (triggers).

128. What are the goals of Service Strategy?:Design, develop and implement

service management as a strategic asset and assisting growth of the organization.Define the strategic objectives of the IT organization.

129. What are the Incident Managment Activities order for an Escalation?:

Identification, Logging, Categorization, prioritization, Initial Diagnosis, Functional

Escalation, Investigation, Diagnosis, Resolution, Recovery, Closure.

130. What are the Investment Categories?:Run the Business, Grow the Business,

and Transform the Business.

131. What are the recovery options of IT Service Continuity Management?: Do

nothing, manual back-up, reciprocal agreement, gradual recovery (cold standby, $),

intermediate recovery (warm standby, $$), fast recovery (hot standby, $$$), immediaterecovery (hot standby, $$$).

132. What are the Security Measures?:Preventaion/Reduction,

Detection/Repression, Correction/Recovery, and Evaluation.

133. What are the Service Desk Organizational Structures?:Local Service Desk,

Centralized Service Desk, Virtual Service Desk, and Follow the sun. (NOTE: A help

desk is not a structure of a service desk)

134. What are the Sub Functions of IT Operations Management Function?:IT

operations control (doing the 'spock', Think IT operations bridge or NetworksOperation Centre (NOC)) and Facilities Management (Management of the physical IT

environment, usually data centers or computer rooms).

135. What are the Sub Processes of Capacity Management?:Business Capacity

Management, Service Capacity Management, and Component Capacity Management.

136. What are the types of metrics in Service Measurement and Reporting?:

Technology Metrics, Process Metrics, and Service Metrics.

137. What are the Types of Releases?:Big Bang vs. Phased, Push vs. Pull, Manual

vs. Automatic

138. What are the typical Service Design Package contents?:Business

Requirements, Service Applicability, Service Contacts, Service FunctionalRequirements, Service Level Requirements, Service Program, Service Transition Plan,

Service Operational Plan, Service Acceptance Criteria, Service Design & Topology,

Organizational Readiness Assessment.

139. What are types of Outsourcing Arrangements?:Outsourcing, Co-sourcing,

Partnership & multi-sourcing, Business Process Outsourcing, Knowledge ProcessOutsourcing, and Application Service Provision.

140. What best describes a Local Service Desk structure?:A Service Desk that issituated in the same location as the users it serves

8/3/2019 ITIL Def 339

9/22

141. What best describes a Service Level Package?:a definitive level of utility and

warranty associated with a serrvice package.

142. What best describes a Workaround?:A Service Desk Operator uses a pre-

defined technique to restore service as this Incident has been seen before.

143. What can become a 'Problem'?:One or more incidents with the same

characteristics.

144. What do the teams within IT Operations Management Function do?:they

watch over the network on a daily basis to ensure that all is running well and

undertaking the daily activities required to maintain the delivery and support ofservices.

145. What does "A" stand for in the RACI model and what is the definition?:

Accountability - is made accountable for ensuring that the action takes place, even if

they might not do it themselves. Example: Process Owner

146. What does "C" stand for in the RACI model and what is the definition?:

Consult - advice/guidance/information can be gained from this function or positionprior to the action taking place.

147. What does "I" stand for in the RACI model and what is the definition?:

Inform - the function or position that is told about the event after it has happened.

148. What does "R" stand for in the RACI model and what is the definition?:

Responsibility - actually does the work for that activity but is responsible to the

function or position that has an "A" against it. Example: Process Manager

149. What does "warranty of service" mean?:customers are assured of certainlevels of availability, capacity, continuity and security.

150. What does a Service Portfolio describe?:provider's services in terms of

business value. They include the complete set of services managed by a Service

Provider. These portfolios are used to articulate business needs and the provider'sresponse to those needs, as well as prioritizing strengths, weaknesses and risks of you,

the provider.

151. What does Operations Control refer to?:Overseeing the monitoring and

escalating of IT operational events and activities

152. What does Service Portfolio contain?:Service Pipeline, Service Catalogue,

and Retired Services

153. What does Service Transition provide guidance on?:transitioning new

services into live environment, releases, and the transfer of services to or from externalproviders.

154. What does SLM work closely with?:Service Catalog Management andSupplier Management

155. What does Supplier Management manage?:all aspects of External Suppliers

involved in provision of IT Services from tender, to monitoring and reviewingperformance and renewal/termination of contracts.

8/3/2019 ITIL Def 339

10/22

8/3/2019 ITIL Def 339

11/22

170. What is a service owner accountable for?:the delivery of a specific IT

Service and is responsible for continual improvement and management of change

affecting Services under their care. Example: The owner of the Payroll Service.Note:may not be responsible for performing many of the actual activities required for the

process or service.

171. What is a Service Owner responsible for?:recommending improvements to

services under their care.

172. What is a Service Request?:a request for information or advice, a request for

a standard change, a request for access to an IT Service, Not related to a loss ofservice (i.e. incident), and not a normal change.

173. What is Access Rights?:Providing user or user groups rights to use a service,and the prevention of access to non-authorized users. It is effectively the execution of

both Availability Management and Information Security Management, in that it enables

the organization to manage CIA of the organization's data and intellectual property.

174. What is Alert?:A warning that a threshold has been reached or something has

been changed (an event has occurred).

175. What is AMIS?:Availability Management Information System.

176. What is an objective of Continual Service Improvement (CSI)?:to improve

process efficiency and effectivenes and to improve services.

177. What is another term for Uptime?:mean time between failures (MTBF)

178. What is Application Service Provision?:Where external organizations

provide shared computer-based services to customer organizations over a network. thecomplexitites and costs of such shared software can be reduced and provided to

organizations that could otherwise not justify the investment.

179. What is Application Sizing?:Determining the hardware or network capacity

to support new or modified applications and the predicted workload.

180. What is Application Sizing?:The activity responsible for understanding the

resource requirements needed to support a new application, or a major change to anexisting application. It helps to ensure that the IT Service can meet its agreed Service

Level Targets for capacity and performance.

181. What is Attribute?:Specific information about CIs.

182. What is Availability Management concerned with?:availability of servicesand components - not people. There are proactive and reactive elements to Availabilty

Management.

183. What is Availability?:The information should be accessible at any agreed

time. This depends on the continuity provided by the information processing systems.

184. What is Availability?:The ability of an IT Service or component to perform its

required function at a stated instant or over a stated period of time.

8/3/2019 ITIL Def 339

12/22

185. What is Baseline?:A benchmark used as a reference point for later

comparison

186. What is Business Capacity Management?:Manage capacity tomeet future

business requirements for IT services.

187. What is Business Continuity Management (BCM)?:Strategies and actions

to take place to continue Business Processes in the case of disaster.

188. What is Business Impact Analysis (BIA)?:Quantifies the impact loss of IT

service would have on the business.

189. What is Business Process Outsourcing?:Formal arrangements where an

external organization provides and manages the other organization's entire business

process(es) or function(s) in a low cost location. Common examples are accounting,payroll and call center operations.

190. What is Change Advisory Board (CAB)?:Provide expert advice to ChangeManagement, with representatives from Financial, IT background and customers.

191. What is Change Schedule?:Schedule of approved changes and the plannedimplementation dates.

192. What is CI Level?:Recording and reporting of CIs at the level that thebusiness requires.

193. What is CMDB?:Content Management Database

194. What is CMS?:Configuration Management System which contains the CMDB.

195. What is Co-sourcing?:An informal combination of insourcing and outsourcin,

using a number of outsourcing organizations working together to co-source key

elements within the lifecycle.

196. What is Component Capacity Management?:Identify and manage each of

the components of the IT Infrastructure.

197. What is Confidentiality?:Protecting information against unauthorized access

and use.

198. What is Configuration baseline?:Configuration established at a specific

point in time, captures both the structure and details of a configuration. Used as areference point for later comparison.

199. What is Configuration Item (CI)?:Any component that support an IT service.

200. What is CSI?:Continual Service Improvement

201. What is Definitive Media Library (DML)?:The secure library in which the

definitive authorized versions of all media CIs are stored and protected. The DML

should include definitive copies of purchased software (along with license documentsor information) as well as software developed on site.

202. What is Definitive Spares (DS)?:Physical storage of all spare IT componentsand assemblies maintained at the same level as those within the live environment.

8/3/2019 ITIL Def 339

13/22

These can then be used when needed for additional systems or in the recovery from

incidents. Details recorded in the CMDB, controlled by Release Management.

203. What is Demand Management?:Aims to influence the demand on capacity.

This is the application of the policy laid out in the Service Strategy phase.

204. What is Disaster?:not part of daily operational activities and requires a

separate system.

205. What is Early Life Support?:Engaging the development teams in the "early

life" of a newly transitioned service to assist with initial support, incident management

and rapid knowledge development.

206. What is Emergency CAB (ECAB)?:Subgroup of CAB with authority to make

urgent change decisions.

207. What is Emergency change?:A change that must be introduced as soon as

possible (e.g. to resolve a major incident or implement a security patch). the changemanagement process will normally have a specific procedure for handling emergency

changes.

208. What is Event Management about?:monitoring and escalating events which

may have significance for the management of the infrastructure. Not just exceptionevents!

209. What is Event?:a change of state that has significance for the management ofa Configuration Item (including IT Services). This can be detected by technical staff or

be automated alerts or notifications created by CI monitoring tools.

210. What is Incident Model?:Predefined steps for handling a particular type ofincident that has been seen before.

211. What is Incident?:An unplanned interruption to an IT service or reduction in

the qualityof an IT service. Failure of a CI that has not yet affected service is also an

incident.

212. What is Incident?:Any event which is not part of the standard operation of a

service and which causes, or may cause an interruption to, or a reduction in the qualityof that service. A failure of a CI that has not yet affected service is also classified as an

incident.

213. What is Integrity?:Accuracy, completeness and timeliness of the information.

214. What is ITSM?:The effective and efficient process-driven management ofquality IT services.

215. What is KEDB?:Known Error Database

216. What is Knowledge Process Outsourcing?:this is a new enhacement of

Business Process Outsourcing, where external organizations provide domain-basedprocesses and business expertise rather than just process expertise and requires

advanced analytical and specialized skills from the outsourcing organization.

8/3/2019 ITIL Def 339

14/22

217. What is Known Error?:Known underlying cause. Successful diagnosis of the

root cause of a Problem, and a workaround or permanent solution has been identified.

218. What is Maintainability (internal)?:The abilityof an IT component to be

retained in or restored to, an operational state, based on skills, knowledge, technology,

backups, availability of staff.

219. What is Maintainability?:A measure of how quickly and effectively a CI or IT

service can be restored to normal after a failure. Maintainability is often measured andreported as MTRS (mean time to recover service - downtime)

220. What is Modeling?:A technique used to predict the future behavior of asystem, process, IT service, CI, etc

221. What is Modeling?:used to forecast the behavior of the infrastructure undercertain conditions.

222. What is MTBF?:Mean time between failures - Uptime.

223. What is MTRS?:Mean time to restore service - Downtime.

224. What is Normal change?:A change that follows all of the steps of the change

process. It is assessed by either a Change Manager or Change Advisory Board (CAB).

225. What is NOT an example of a Service Request?:A user calls the Service

Desk because they would like to change the functionality of an application.

226. What is Outsourcing?:using one or more external suppliers to manager or

assist in managing IT Services.

227. What is Partnership or Multi-sourcing?:Formal arrangements between two

or more organizations to work together to design, develop, transition, maintain,

operate, and/or support IT services. The focus here tends to be on strategicpartnerships that leverage critical expertise or market opportunities.

228. What is Performance Monitoring?:measuring, monitoring, and tuning theperformance of IT Infrastructure components.

229. What is PIR?:Post Implementation Review

230. What is Problem?:Unknown underlying cause of one or more incidents (The

investigation).

231. What is Process Metrics?:captured in the form of Key Performance

Indicators (KPIs) and activity metrics for the service management processes. They helpto determine the overall health of a process. Four key questions KPIs can help answer

are centered around quality, performance, value, and compliance. CSI uses thesemetrics to identify improvement opportunities for each process.

232. What is Projected Service Outage (PSO)?:A document that identifies theeffect of planned changes, maintenance activities, and tes plans on agreed service

levels.

8/3/2019 ITIL Def 339

15/22

233. What is Release Unit?:A Release Unit describes the portion of a service of IT

infrastructure that is normally released together according to the organizations release

policy. The unit may vary depending on type(s) or item(s) of service asset or servicecomponent such as hardware or software.

234.What is Release?:

A collection of authorized changes to an IT Service. Alsoknown as a Release Package.

235. What is Reliability?:Freedom from operational failure.

236. What is Remediation?:Recovery to a known state after a failed Change or

Release.

237. What is Request for Change (RFC)?:Standard form to capture and process

ALL changes to any CI.

238. What is Request for Change?:Requests to Move, Add or Change (MAC).

Asking for change to functionality of applications or supporting infrastructure - not apre-approved change.

239. What is Resilience?:The ability to withstand failure.

240. What is Risk Assessment?:Evaluate Assets, Threats and Vulnerabilities.

241. What is Security Baseline?:The security level adopted by the IT organization

for its own security and from the point of view of good 'due diligence'.

242. What is Security Incident?:Any incident that may interfere with achieving the

SLA security requirements; materialization of a threat.

243. What is self-help?:refers to any means where the user may assist themselves

to seek support (e.g. FAQs, Intranet forms/requests, Web-based support, Back-end

process-handling software). Calling the Service Desk is NOT an example of self-help.

244. What is Service Capacity Management?:Focus on managing ongoing

service performance as detailed in a SLA or SLR.

245. What is Service Design's ultimate concern?:the design of new or modified

services for introduction into a production (live) environment. Service Design is alsoconcerned with the design of new and modified processes required to deliver and

support these services.

246. What is Service Level Management concerned with?:Designing and

planning the SLM process and Service Level Agreement (SLA) structure, Determiningthe requirements of customers groups to produce Service Level Requirements (SLRs),

Negotiating and agreeing upon the relevant Service Level targets with customers to

produce SLAs, Negotating and agreeing upon the support elements required by theinternal IT groups to produce Operational Level Agreements (internal) and with

Supplier Management for External Suppliers and Underpinning Contracts (external),Guarding agreements with customer, Monitoring Service Levels, and Reporting to the

customer.

247. What is Service Metrics?:The results of the end-to-end service. Componentmetrics are used to calculate the service metrics.

8/3/2019 ITIL Def 339

16/22

248. What is Service Request?:A request by a user for information, advice or for a

standard change or for access to an IT service (not an incident).

249. What is Service Request?:Request for information or status of a service (not

related to loss of service). Includes standard changes (e.g. contact details, service

availability, request for common software).

250. What is Serviceability (external)?:The contractual obligation / arrangements

made with 3rd parrty external suppliers Measured by Availability, reliability, andmaintainability of IT Service and components under control of the external suppliers.

Managed by Supplier Management in Service Design.

251. What is SKMS?:Service Knowledge Management System which contains the

CMS, which contains the CMDB.

252. What is Standard change?:A pre-approved change that is low risk, relatively

common and follows a procedure or work instruction (e.g. password reset ot provision

of standard equiptment to a new employee). RFCs (Requests for Change) are notrequired to implement a standard change, and they are logged and tracked using a

different mechanism, such as a service request.

253. What is Status Accounting?:Reporting of all current and historical data

about each CI throughout its lifecycle

254. What is Status accounting?:Reporting of all current and historical data about

each CI throughout its lifecycle.

255. What is Technology Metrics?:Often associated with component and

application-based metrics such as performance, availability etc. Systemarchitects/designers.

256. What is the added value of ITSM?:It is business aligned and maintains aholistic Service Lifecycle approach.

257. What is the best definition of an Incident Model?:a set of pre-determinedsteps to be followed when dealing with a known type of incident

258. What is the best description of an Operational Level Agreement (OLA)?:

an agreement between IT Service Provider and another part of the same organizatiom

that assists in the provision of services

259. What is the dfiference between a Known Error and a Problem?:the

underlying cause of a Known Error is knkown. The underlying cause of a Problem isnot known.

260. what is the first activity of the Continual Service Improvement (CSI)

model?:understand the vision of the business

261. What is the focus of Incident Management?:reducing business impact

262. What is the focus of Service Transition?:developing the ability/capability for

the IT Department to transtion (build, test, and release) ANY service in a consistent

and repeatable way. This will enable IT departments to effectively manage MANY

8/3/2019 ITIL Def 339

17/22

changes/transitions. The processes contained within Service Transition have this

responsibility.

263. What is the formula for Priority?:Priority = Impact + Urgency

264. What is the formula for Value?:Value = Utility + Warranty

265. What is the goal of Access Management?:to grant authorized users the right

to use a Service while preventing access to non-authorized users in order to protect theconfidentiality, integrity, and availability (CIA) of information and infrastructure.

266. What is the goal of Application Management Function?:support businessprocesses by designing and supporting Application software to assist with service

delivery.

267. What is the goal of Availability Management?:To ensure that the level of

service availability delivered in a ll services is matched or exceeds the current an

dfuture agreed needs of the business in a cost-effective manner.

268. What is the goal of Capacity Management?:to ensure that cost-justifiable IT

capacity in all areas of IT always exists and is matched to the current and future needsof the business, in a timely manner.

269. What is the goal of Change Management?:to ensure that standardizationmethods and procedures are used for efficient and prompt handling of all changes, in

order to minimize the impact of change-related incidents upon service quality, andconsequently to improve the day-to-day operations of the organization. the "big

overseer" of all changes that may affect the quality of IT Services.

270. What is the goal of Continual Service Improvement?:To ensure continualimprovements to IT Service Management Processes and IT Services.

271. What is the goal of Demand Management?:To assist the IT Service Provider

in understanding and influencing Customer demand for Services and the provision of

Capacity to meet these demans in order to reduce excess capacity needs.

272. What is the goal of Event Management?:To enable stability in IT Services

Delivery and Support by monitoring all events that occur throughout the ITinfrastructure to allow for normal service operation and to detect and escalate

exceptions.

273. What is the goal of Financial Managment?:To provide cost-effective

stewardship of the IT assets and the financial resources used in providing IT services.

274. What is the goal of Incident Management?:to restore normal service

operation as quickly as possible and minimize the adverse impact on businessoperations, thus ensuring that the best possible levels of service quality and availability

are maintained.

275. What is the goal of IT Operations Management Function?:To perform the

daily operational activities needed to manage the IT Infrastructure. This is done

according to the performance standards defined during Service Design.

8/3/2019 ITIL Def 339

18/22

276. What is the goal of IT Service Continuity Management?:To support the

overall Business Continuity Managemeny by ensuring that the required IT

infrastructure and the IT service provision can be recovered within required andagreed business time scales.

277.What is the goal of Knowledge Management?:

to enable organizations toimprove the quality of management decision making by ensuring that reliable and

secure information and data is available throughout the service lifecycle.

278. What is the goal of Problem Management?:to minimize the adverse impact

of incidents and Problems on the business that are caused by errors within the ITinfrastructure, and to prevent the recurrentce of Incidents related to these errors.

279. What is the goal of Release and Deployment Management?:to deployreleases into production and establish effective use of the service in order to delivery

value to the customer and be able to handover to Service Operation.

280. What is the goal of Request Fulfillment?:to provide an efficient channel forusers to make requests, gain information and obtain standard services.

281. What is the goal of Service Asset and Configuration Management?:To

support the agreed IT service provision by managing, controlling, storing, and

providing information about Configuration Items (CIs) and Service Assets throughouttheir life cycle.

282. What is the goal of Service Catalog Management?:To ensure that a ServiceCatalog is produced, maintained and contains accurate information on all

*operational* services and those ready for deployment.

283. What is the goal of Service Design?:Convert strategic objectives into

portfolios of services and service assets.

284. What is the goal of Service Desk Function?:to support the agreed IT service

provision by ensuring the accessibility and availability of the IT organization and byperforming various support activities.

285. What is the goal of Service Level Management?:to ensure that the levels ofIT service delivery are achieved, both for existing services and new services

accordance with the agreed targets.

286. What is the goal of Service Measurement and Reporting?:to coordinate thedesign of metrics, data collection and reporting activities from the other processes and

functions.

287. What is the goal of Service Operation?:to enable effectiveness and efficiency

in delivery and support of IT services.

288. What is the goal of Service Portfolio Management?:To assist the IT

organization in managing investments in service management across the enterprise andmaximizing their value.

289. What is the goal of Service Transition?:the development and improvement ofcapabilities for transitioning new and changed services into operation.

8/3/2019 ITIL Def 339

19/22

290. What is the goal of Supplier Management?:To manage suppliers and the

services they supply, to provide seamles quality of IT service to the business and ensure

that value for money is obtained.

291. What is the goal of Technical Mangement Function?:provides guidance to

IT Operations about how best to carry out the ongoing operational management oftechnology. This will partly be carried out during the Service Design phase but will be

an everyday communication with IT Operations as they seek to achieve stability andoptimum performance.

292. What is the goal opf Information Security Management?:To align ITsecurity with business security, and ensure that information security is effectively

managed in all service and IT Service Management activities.

293. What is the main reason for establishing a baseline?:for later comparison

294. What is the objective of the Change Management process?:Ensuring that

all changes are recorded, managed, tested and implemented in a controlled manner.

295. What is the primary objective of Knowledge Management?:to ensurereliable and secure information and data is available throughout the Service Lifecycle.

296. What is the primary purpose of Knowledge Management?:to improveefficiency by reducing the need to rediscover knowledge. This requires accessible,

quality and relevant data and information to be available to staff.

297. What is the Process Manager responsible for?:the operational (daily)

management of a process. There may be several Managers for one the one process.

298. What is the purpose of Capacity Management?:to find the right balancebetween resources and capabilities, and demand.

299. What is the purpose of Event Management?:to detect events, make sense of

them and determine the appropriate control action.

300. What is the RACI model used for?:documenting the roles and relationships

of stakeholders in a process or activity

301. What is the relationship between the Configuration Management System

(CMS) and Service Knowledge Management System (SKMS)?:the CMS forms part

of the SKMS

302. What is the role of Emergency Change Advisory Board (ECAB)?:to assist

the Change Manager in evaluating emergency changes and to decide whether thechange should be approved.

303. What is the scope and focus of IT Service Continuity Management?:Thescope of IT Service Continuity Management considers all identified critical business

processes and IT service(s) that underpin them. Focuses on major disruptions.

304. What is the scope of Capacity Management?:all operational and

development environments including *all*: Hardware, Software, Peripherals,

Scheduling of HR, staffing level, skill levels and capacity levels.

8/3/2019 ITIL Def 339

20/22

8/3/2019 ITIL Def 339

21/22

Only one person can be accountable for an activity:only one person can be

accountable for an activity

321. Which is correct:

CSI provides guidance on improving efficiency and effectiveness

CSI provides guidance on improvements to servicesCSI provides guidance on improvement of all phases except Service Strategy

CSI provides guidance on measurement processes:improvingefficiency/effectiveness, improvement to services, and measurement process.

322. Which is not a step in the Continual Service Improvement (CSI) model?

What is the vision?

Did we get there?

Is there a budget?

Where are we now?:is there a budget

323. Which is NOT an objective Service Design Phase?

Ensure that IT staff are trained and able to carry out building and testing of new

service

Convert strategic objectives in portfolios of services and service assets

Ensure production and maintename of Service Catalog

Ensure cost justifiable capacity of service is matched to business needs.:Ensurethat IT staff are trained and able to carry out building and testing of new service

324. Which ITIL process ensures that the IT Services are restored as soon as

possible in the case of a malfunction?: Incident Management

325. which ITIL process is involved in performing risk assessments and a

business impact analysis to determine appropriate "countermeasures" to beimplemented?:IT Service Continuity Management

326. Which ITIL process is responsible for drawing up a charging system?:

Financial Management for IT Services

327. Which of the following areas would technology help to support during the

Service Transition phase of the lifecycle?

Automated workflow of ITIL processes

Measurement and reporting systems

Distribution and installation of patches

Performance testing of new and modified systems:All

328. Which of the following is NOT an objective of Serice Operation?

Thorough testing, to ensure that services are designed to meet business needs

To deliver and support IT Services

To manage the technology used to deliver services

To monitor the performance of technology and processes:thorough testing, to

ensure that services are designed to meet business needs

329. Which of the following statements are CORRECT about Functions?

They provide structure and stability to organizations

They are self-contained units with their own capabilities and resources

They rely on processes for cross-functional coordination

They are costlier to implement compared to processes:They provide structure and

8/3/2019 ITIL Def 339

22/22

stability to organizations.They are self-contained units with their own capabilities and

resources. They rely on processes for cross-functional coordination

330. Which of the following would be stored in the Definitive Media Library

(DML)?

Copies of purchased softwareCopies of internally developed software

Relevant license documentation

The Change Schedule:Copies of purchased software, copies of internally developed

software and relevant license documentation.

331. Which of the following would NOT be stored in the Definitive Media

Library (DML)?

Master copies of authorized software

Backup tapes of financial data

Software licenses

Master copies of controlled documentation:Backup tapes of financial data

332. Which one of the following is NOT one of the ITIL phases?

Service Organizations

Service Transition

Service Design

Service Strategy:Service Organizations

333. Which process is responsible for recording relationships between service

components?:Service Asset and Configuration Management

334. Which process review Operational Level Agreements (OLAs) on a regular

basis?:Service Level Management

335. Which process reviews Operational LEvel Agreements (OLAs) on a regular

basis?:Demand Management

336. Who advises the Change Manager?:Members of the CAB, including ExternalSuppliers when relevant. The Change manager is the chair and makes the final

decision.

337. Who carries out Request Fulfillment?:Service Desk Function, desktop

support or other groups as required.

338. Who is authorized to establish an agreement with the IT organization forthe purchase of IT Services?:the customer

339. Why should monitoring and measuring be used when trying to improve

services?:to validate, direct, justify and intervene