1. What is ITIL? A set of best practice publications for ITservice management

2. Why doorganizationsuse ITIL?

It provides a formal standard to have servicemanagement capabilities audited andcertified. It helps close the gaps incapabilities. ITIL provides the knowledge toachieve standards set out by the ISO.

3. Why is ITILsuccessful?

- Vendor neutral- Non prescriptive- Best practice

4. What are thecomponentsof the ITILframework?

1) Core Publications2) Complimentary Guidance

5. What are thephases of theITIL ServiceLifecycle?

1) Service Strategy2) Service Design3) Service Transition4) Service Operation5) Continual Service Improvement

6. What is aService?

A means of delivering value to a customer byfacilitating the outcome that a customerwants without assuming the ownership ofspecific costs and risks related to thatoutcome.

7. What is anOutcome?

The result of an activity following a processor the delivery of a service.

8. How doservicesfacilitateoutcomes?

By enhancing the performance of tasks andreducing the effect of constraints.

9. What isServiceManagement?

A set of capabilities for providing value to acustomer via service. Service managementtransforms resources into valuable services.

10. What is an ITService?

A service provided by an IT service providermade up of a combination of IT, people andprocesses.

11. What are twokinds of ITServices?

1) Customer Facing Services (Directlysupports customer and its service level targetsdefined in the SLA)2) Supporting Services (Required by a serviceprovider to deliver customer facing services.)

12. What are thethree types ofservices?

1) Core (Delivers basic outcomes)2) Enabling (Required to deliver coreservices)3) Enhancing (Added to core services to makeit more exciting)

13. What is ITServiceManagement?

The implementation and management of ITservices that meet the needs of the business.

14. What isValue?

The level to which the service meets acustomer's expectation.

15. Name thecharacteristics ofvalue

1) Defined by customer2) Achievement of objectives3) Can change over time4) Affordable mix of features

16. What are the twoprimary elementsof value?

1) Utility2) Warranty

17. What is BusinessValue?

Services that provide customer withwanted business outcomes.

18. What are thecomponents ofvalue?

1) Customer Perception2) Customer Preference3) Business Outcomes

19. What influencesthe expectedservice?

1) Preferences2) Past experiences3) Communications

20. What are the 4levels of serviceprovisionexpectations?

1) Generic level (Core part of service)2) Expected level (Minimal conditionsof service provision)3) Augmented level (Expectations maybe augmented by things customer didn'tthink of)4) Potential level (What needs to bedone to attract and hold customers)

21. Who are the KeyStakeholders?

1) Customers (Buy goods or services)2) Users (Use the service day-to-day)3) Suppliers (Third parties supplyingrequired goods and services)

22. What is ServiceAssets?

The basis for value creation includingboth resources and capabilities

23. What is aCapability?

The ability of an organization, person,process, application, ConfigurationItem, or IT Service to carry out anactivity.

24. What is aResource?

An IT infrastructure, people, money, orother tangible asset that might helpdeliver an IT Service.

25. True or False, Acapability is anintangible asset.

True

26. What are thedesign constraintsfor a service?

- Capability constraints- Resource constraints- Utility constraints- And more...

27. What is a Process? A set of activities to accomplish anobjective.

28. Whatcharacteristicsdoes a processhave?

1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

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29. What does processdefinitionsdescribe?

- Inputs- Outputs- Activities- Measurements- Roles

30. What is a Role? Set of responsibilities, activities andauthorities granted to a person or ateam.

31. What is the RACImatrix?

Is an authority matrix used todocument the roles and relationshipsof the stakeholders in a process.

32. What is a benefit ofa RACI matrix?

It can identify weaknesses or areas ofimprovements.

33. What is a ProcessOwner'sresponsibility?

To be accountable for the overallquality of a process and ensure that aprocess is fit for purpose.

34. Detail the ProcessOwner'sresponsibilities:

-Sponsor, design change manageprocess-Define process strategy-Assist in process design-Process documentation is available-Define policies and standards aboutprocess-Audit process for compliance-Review process strategy-Communicate process information-Provide process resources-Process technicians have knowledge-Review for process improvements-Address process issues-Identify improvements for the CSIregister-Prioritize improvements in CSI-Making improvements

35. What is theProcess Manager'sresponsibility?

To be accountable for the operationalmanagement of the process.

36. Detail the ProcessManager'sresponsibilities:

-Coordinate all activities with processowner-Ensure all activities are carried out-Appoint people to roles-Manage resources assigned-Ensure things run smoothly withprocess owners and managers-Identify improvement opportunities-Review and prioritize CSIimprovements-Making improvements

37. What is theProcessPractitioner'sresponsibility?

Carry out one or more process activities

38. What is theServiceOwner'sresponsibility?

Accountable for the delivery of a specificservice.

39. What is aFunction?

A group of people, tools and resources usedto carry out a process activity.

40. What are thefive stages ofthe ServiceLifecycle?

1. Service Strategy2. Service Design3. Service Transition4. Service Operation5. Continual Service Improvement

41. What is theobjective ofServiceStrategy

To provide guidance on designing,developing, and implementing ServiceManagement not only as an organizationalcapability, but also as a strategic asset.

42. What topicsare covered inServiceStrategy?

-Development of market spaces-Characteristics of internal and externalprovider types-Service assets-Service Portfolio-Implementation of strategy

43. What is thepurpose ofServiceStrategy?

To define the perspective, position, plansand patterns needed to be able to executeand meet an organization's businessoutcomes.

44. What does aServiceStrategydefine?

-The customers-The services-How value is created-How assets underpin value-The delivery and funding model

45. What is thescope ofServiceStrategy?

- It defines how to deliver services to meet acustomer's business outcome- It defines how to manage services

46. What is theBusiness Valueof ServiceStrategy?

It defines performance and the alignment ofIT services with the business.

47. What are theServiceStrategyprocesses andfunctions?

-Business Relationship Management-Strategy Management-Demand Management-Service Portfolio Management-Financial Management

48. What is thepurpose ofServicePortfolioManagement?

It ensures the right mix of services in orderto balance the investment in IT with theability to meet business outcomes.

49. What is aServicePortfolio?

The complete set of Services managed by aService Provider. The Service Portfoliomanages the entire Lifecycle of all Servicesincluding the Service Pipeline, ServiceCatalogue and Retired Services.

50. What is aBusiness Case?

A justification for an expenditure with afocus on ROI and VOI including costs,benefits, options, issues, risks, andpotential problems.

51. What is thecontent of aBusiness Case?

1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

52. What processesdoes FinancialManagementinclude?

- Budgeting - Accounting - Charging (Billing)

53. What cycles areassociated withbudgeting,accounting,charging?

- Planning cycle (cost and workloadforecasting)- Operational cycle (cost monitoredagainst budget)

54. What is thepurpose ofBusinessRelationshipManagement?

- To establish and maintain a customer-provider relationship.- To identify customer needs and meet thecustomer needs even when they change.

55. What actvitiesdoes BusinessRelationshipManagementActivities referto?

- Actvities that represent the serviceprovider to customers through marketing,selling and delivery activities.- Activities that facilitate customeradvocacy throughout the service lifecycle.

56. Define Patternsof BusinessActivity (PBA)?

A workload profile of one or more businessactivities which represents the dynamicsof business and interactions withcustomers, suppliers, partners andstakeholders.

57. A workloadprofile is alsoreferred to as?

Pattern of Business Activity (PBA)

58. What isDemandManagement?

Aims to understand, anticipate andinfluence customer demand for services. ex. Demand Management works withCapacity Management to ensure that theservice provider has sufficient capacity tomeet the required demand.

59. What is theService Designphase?

The phase that turns service strategy into aplan for delivering the business outcomes.

60. What is thepurpose ofServiceDesign?

- To design IT Services together withgoverning practices, processes and policies- To provide an introduction of services tosupported environments

61. What are theobjectives ofthe ServiceDesignphase?

- Design services so effectively that minimalimprovements will be required- Provide continual improvement in allaspects of design

62. What is thescope of theServiceDesignphase?

To provide guidance for design of services tomeet agreed business requirements bothcurrent and future. Including:1) Describe the principles of service design2) Introduce service design package andselect right service model

63. What is theBusinessValue ofServiceDesign?

1) Quality Service2) Cost-effective Services

64. What are theprocessesrelated toServiceDesign?

- Design Coordination- Service Level Management- Service Catalogue Management- Availability Management- Capacity Management- Information Security Management- Service Continuity Management- Supplier Management

65. Describe theDesignCoordinationprocess.

The process in which goals and objectives ofservice design stage are met

66. Describe theServiceCatalogueManagementprocess.

To provide and maintain a single source ofinfo on all operational and ready to beintroduced services

67. Describe theAvailabilityManagementprocess

The process to ensure that the level ofavailability in services needs agrees with therequired needs

68. Describe theCapacityManagementprocess

The process in which capacity of servicesand infrastructure meets agreed capacity andperformance requirements

69. Describe theInformationSecurityManagementprocess.

The process of ensuring that theconfidentiality, integrity and availability ofan organizations assets, information, dataand services match the agreed upon needs ofthe business.

70. Describe the ITServiceContinuityManagementprocess

The process that supports the BusinessContinuity Management process bymanaging risks that could affectservices.

71. Describe theSupplierManagementprocess

The process that obtains value for moneyfrom suppliers.

72. What are the the4 P's in ServiceDesign?

- People (culture, organization, skills)- Product (systems, infrastructure, tools)- Processes (how, where, when)- Partners (suppliers, manufacturers)

73. What are the 4P's in ServiceDesign used for?

To provide a balanced view of overallservice

74. What are the fiveaspects of ServiceDesign?

1) Service Solution 2) Technology and Infrastructure3) Measurements 4) Service Management Systems andTools 5) Processes

75. Why isautomation oftechnology andarchitecturebeneficial?

It can improve utility and warranty ofservices incresing value.

76. What is theService DesignPackage?

A document defining all aspects of the ITService and its requirements througheach stage of the lifecycle.

77. When is theService DesignPackage createdor edited?

- New service- Major change to service- Removal of service- Changes to the SDP itself

78. How is theService DesignPackage used?

It is passed from Service Design phase tothe Service Transition phase andcontains information to enable testing,introduction and operation.

79. What is thepurpose ofService CatalogueManagement?

To provide a single source of informationon all operational and ready forproduction services.

80. What are the twoviews of theServiceCatalogue?

1) Business Service Catalogue View(Delivered to the customers-with info onBusiness Processes and Services)2) Technical Service Catalogue View(Delivered to all supporting IT serviceswith info on Services and TechnicalDomain)

81. Describe theService LevelManagementprocess

The process in which the current andplanned services are delivered to theagreed targets and at the agreed servicelevels

82. What are theobjectives of theService LevelManagementprocess?

- Define, document, agree , monitor,measure, report and review the level of ITservices provided- Provide and improve the relationshipwith business- Monitor and improve customersatisfaction- Ensure IT and customers have clearexpectations

83. What is thescope of theService LevelManagementprocess?

SLM provides a point of regular contactand communication to the customer andbusiness managers of an organizationwith regards to service levels

84. What are thethree types ofServiceProviders?

- Internal Service Provider - Shared Service Unit - External Service Provider

85. What are thethree ServiceDesignAgreements?

1) Service Level Agreements (SLA's)2) Operation Agreements (OLA's)3) Contracts/Underpinning Contracts(UC's)

86. What is theService LevelAgreement?

Agreement between an IT service providerand a customer(s). Defines the key targetsand responsibilities of both parties. Amutually beneficial agreement is reached.

87. What is theOrganizationLevelAgreement?

Agreement between an IT service providerand another part of same organization thatassists with service provision

88. What is the UC? A contract binding agreement between twoor more parties (between third party andthe IT Service Provider) that defines thetargets and accountabilities required forproviding the service.

89. What are fourService LevelAgreementFrameworks?

- Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

90. What is thedefinition ofService LevelRequirements?

A customer requirement for an aspect of anIT service

91. What is thedefinition of aService LevelAgreementMonitoringChart?

Monitors and reports against agreedService Level targets (monthly reportshowing targets have been met, missed orthreatened)

92. What is thedefinition ofServiceImprovementPlan?

Overall program or plan of prioritizedimprovement actions for services andprocesses with associated risks.

93. What is thedefinition of aService Review?

A meeting between customer and theservice provider to review serviceachievements and to contribute toService Improvement Plan.

94. What are someService LevelManagementActivities?

-Determine, document and agree onrequirements-Negotiate, document and agree onSLA for operational services-Monitor service performance againstthe SLA-Collate, measure and improvecustomer satisfaction-Produce service reports-Perform service reviews andimprovements within the ServiceImprovement Plan-Review and revise SLAs/OLAs, servicescope and underpinning agreements-Develop contracts and relationships-Handle complaints and compliments

95. What is thepurpose ofAvailabilityManagementprocess?

To ensure that the level of availabilitydelivered in services meets the agreedavailability need and service leveltargets

96. What are theobjectives ofAvailabilityManagementprocess?

-Produce and maintain availabilityplan-Ensure service availabilityachievements meet agreed targets-Assist with availability relatedincidents and problems-Assess impact of changes-Improve availability of services

97. What is the scopeof AvailabilityManagementprocess?

It covers: -design-implementation-measurement-management-improvement of service andcomponent availability

98. What are twolevels ofavailability?

1) Service Availability (All aspects ofservice availability and unavailability)2) Component Availability (All aspectsof component availability andunavailability)

99. What are twoavailabilitymanagementactivities?

1) Reactive activities (monitor,measure)2) Proactive activities (plan, design,improvement)

100. What is VitalBusinessFunctions?

A function that reflects the part ofbusiness process that is critical tosuccess of business

101. What is the purposeof the CapacityManagementprocess?

It ensures the capacity of the ITservice and infrastructure meets theagreed capacity and performancerequirements

102. What are theobjectives of theCapacityManagementprocess?

-Produce and maintain capacityplan-Provide advice and guidance tobusiness on capacity andperformance issues-Assist with performance andcapacity incidents and problems-Assess impact of changes oncapacity plan-Proactive improvements

103. What is the scope ofthe CapacityManagementprocess?

The scope considers all resourcesrequired to deliver service and plansfor short, medium and long termrequirements

104. What is the CapacityPlan?

A plan used to manage resourcesrequired to deliver services. Itcontains scenarios matched topatterns of business activity

105. What are theCapacityManagement Sub-Processes?

1) Business Capacity Management(Demand Management andPatterns of Business Activity)2) Service Capacity Management(Service usage and workloads)3) Component CapacityManagement (Use and capacity ofindividual technology components)

106. What is the purposeof the InformationSecurity Management(ISM) process?

Ensure confidentiality, integrityand availability of org's assets,info, data, and services matchagreed needs of business

107. What are the ISMconcepts?

-Confidentiality-Integrity-Availability-Non-Repudiation (transactionscan be trusted)

108. What is theInformation SecurityPolicy?

Governs the org's approach toInformation Security Management

109. Who should theInformation SecurityPolicy becommunicated to?

Everyone except for Type III serviceproviders (third parties)

110. What is the purposeof the IT ServiceContinuityManagement(ITSCM) process?

Manage risk that could affect ITservices and that the IT service canalways provide minimum agreedbusiness continuity service levels

111. What are theITSCMprocessactivities?

-Initiation-Requirements and Strategy-Implementation-Ongoing Operation

112. What is aBusinessContinuityPlan?

Define steps required to restore businessprocess following disruption

113. What is thepurpose ofBusinessImpactAnalysis(BISA?

To quantify the impact to the business thatloss of service would have

114. What is risk? An uncertainty of outcome which couldcause harm or loss or affect the ability toacheive a desired objective.

115. How is riskmeasured?

By the probability of threat, the vulnerabilityof assets to the threat, and impact of itoccurring

116. How can theimpact of riskbe measured?

Qualitative and Quantitative

117. What is thepurpose of thesuppliermanagementprocess?

Ensure all contracts/agreements withsuppliers support needs of business, andthat contractors meet their commitments

118. What are thesuppliercategories?

-Strategic-Tactical-Operational-Commodity

119. What is thepurpose of theDesignCoordinationprocess?

ensuer goals of service design stage are metwith single point of coordination withinthis stage

120. Volume/Phase3: ServiceTransition -What is it?

The phase of developing and improvingcapabilities for introducing new andchanged service in supported environemnts.How to transition an org from one state toanother while controlling risk.

121. What is thepurpose ofServiceTransition?

Ensure new, modified or retired servicesmeet expectations of business asdocumented in service strategy and servicedesign stages

122. What are the objectives ofService Transition?

-Plan and manage servicechanges-Set expectations onperformance and use ofnew or changed service-Ensure service changescreate expected businessvalue-Provide knowledge andinfo abuot services andassets-Manage risk to new,changed, retired services-Deploy services releasesin supported environments

123. What is the scope of ServiceTransition?

- Managing changes toservices and servicemanagement processes- Introduce new services- Changes to existingservices- Discontinuation ofservices- Transfer services to/fromother providers

124. What is the business value ofService Transition?

- Align new/changedservices with businessrequirements- Maximize value to thebusiness operations

125. What are the ServiceTransition processes?

- Service Assets & ConfigManagement- Change Management- Release & DeploymentManagement- Knowledge Management- Transition Planning &Support

126. What Service Transitionprocesses support alllifecycle phases?

- Change Management- Service Asset & ConfigManagement- Knowledge Management

127. What Service Transitionprocesses primarily supportthe Service Transitionphase?

- Release & Deployment- Transition Planning &Support

128. What is the purpose ofChange Management?

To control lifecycle of allchanges to be made withminimal disruption toservices

129. What are theobjectives ofthe ChangeManagementProcess?

- Respond to customer's changingrequirements- Respond to business request for change- Record and evaluate change- Record changes to config in the CMS- Optimize business risk

130. What isChange?

Addition, modification, removal ofanything that could have an effect on ITservices

131. What is thescope ofchange?

Changes to all architecture, processes,tools, metrics, documentation and to ITservices and other config items

132. What isRequest forChange (RFC)?

A formal proposal for a change

133. What is aChangeProposal?

A formal proposal for major changes thatinvolve high cost, risk or org. impact.

134. What doChange Modelshave?

- Predefined steps for handling change- Defined order of steps and dependencies- Defined responsibilities for staff- Defined time scales for activitycompletion- Defined Escalation procedures

135. What isChangeAdvisoryBoard (CAB)?

A body to support authorization ofchanges. Assists in change management,assessment, prioritization, scheduling ofchange

136. What isEmergencyChangeAdvisoryBoard (ECAB)?

When a decision is needed quickly for anemergency change, the full CAB may notbe available. Authorization of emergencychanges will be done by this (ECAB) body.

137. What are theChange Types?

- Normal Change (Any service change thatis not standard or emergency change)- Standard Change (Trigger defined,budget available,pre-authorized change oflow risk, common and follows procedure)- Emergency Changes (Change that mustbe implemented ASAP, designed carefully,tested before use, but documents updatedafter)

138. What areChangeManagementActivities?

-Create and Record the RFC (request forchange)-Review RFC-Assess and Evaluate RFC-Authorize-Plan Updates-Coordinate Change Implementation-Review and Close Change

139. What isRemediationPlanning

Action taken to recover after a failedchange or release.

140. What processesdoes the ChangeManagementprocess interfacewith?

- Business Change- Program and Project Management- Organizational & StakeholderChange Management- Sourcing and Partnering

141. What is thepurpose of theService Asset &Config Management(SACM) process?

Ensure assets required to deliverservice are controlled and info isavailable for them

142. What are theobjectives of theService Asset &Config Management(SACM) process?

- Identify, control, record, report,audit, verify services and config items(CI's)- Identify, control assets- Account for, manage, protect CI's- Ensure integrity of CI's & Config- Maintain config info- Support service management byproviding info

143. What is the scope ofthe Service Asset &Config Management(SACM) process?

Includes management of thecomponent lifecycle of every CI(config item)

144. What is a ConfigItem (CI)?

A service asset that needs to bemanaged to deliver a service

145. What are examplesof Config Items?

Assets such as server licenses andsoftware licenses.

146. What is theConfigurationManagementSystem (CMS)?

The system used to collect andmanage Config Items (CI's)

147. What are the layersof the ConfigurationManagementSystem (CMS)?

1) Data Layer2) Information Integrity Layer3) Knowledge Processing Layer4) Presentation Layer

148. What is theDefinitive MediaLibrary?

Library where the definitiveauthorized versions of all mediaConfig Items (CI's) are stored. It alsoincludes licences and copies ofdocumentation

149. What is theconfigurationbaseline?

The config of a service, product orinfrastructure that serve basis forfurther activities. Can only bechanged by formal changeprocedures. Formally agreed to.

150. What is theSnapshot?

A snap shot of current state of aconfig item or an environment.Snapshot is recorded in CMS (changemanagement system). Not alwaysagreed to.

151. What is the purpose ofthe Release &DeploymentManagement process?

To plan, schedule & control thebuild, test & deployment ofreleases

152. What are the objectivesof the Release &DeploymentManagement process?

-Define, agree on release &deployment management plans-Create and test releasepackages -Ensure integrity of a releasepackage is maintained-Deploy release packages fromDML (definitive media library)-Ensure release packages canbe tracked, installed, tested,verified, and/or uninstalled-New or changed service arecapable of delivering agreedutility and warranty- And more....

153. What is the scope of theRelease & DeploymentManagement process?

Includes the processes, systems& functions to package, build,test and deploy a release in liveuse

154. What does a ReleasePolicy include?

-Frequency of Release-Naming Conventions-Roles and Responsibilities-Grouping of Changes-Early Life Support Criteria-Release Approach

155. What are the phases ofRelease & Deployment?

1) Release and DeploymentPlanning2) Release Build and Test3) Deployment4) Review and Close

156. What is the purpose ofthe KnowledgeManagement process?

Share perspectives, ideas,experience & info to enableinformed decisions(DIKW) - Data, Information,Knowledge, Wisdom

157. What are the objectivesof the KnowledgeManagement process?

-Improve quality of decisionmaking-Enable Service Provider to memore efficient and improvequality, reduce cost, increasesatisfaction-Ensure staff have a clearunderstanding of value-Maintain Service KnowledgeManagement System (SKMS)-Gather, analyse, store, share,use & maintain knowledge

158. What is the scope of theKnowledge Managementprocess?

Lifecycle wide process andrelevant to all lifecycles

159. What is Data? A set of discrete facts

160. What isInformation

Information comes from providingcontext to data-Who?-What?-When?-Where?

161. What isKnowledge?

Composed of tacit (implied)experiences, ideas, insight, values andjudgement of individuals

162. What is Wisdom? Makes use of knowledge to create valuethrough well-informed decisions

163. What is theServiceKnowledgeManagementSystem (SKMS)?

Used to store and manage knowledge,info and data.

164. What is stored inthe ServiceKnowledgeManagementSystem (SKMS)?

-Service Portfolio-Configuration Management System(CMS)-Definitive Media Library (DML)-Service Level Agreements (SLA's)-Operational Level Agreements(OLA's)-Info Security Policy-Budgets-Cost Models-Continual Service Improvement CSIRegister-And more....

165. What is thepurpose of theTransitionPlanning &Support process?

Provide overall planning for servicetransition and coordinate resourcesrequired for it

166. What are theobjectives of theTransitionPlanning &Support process?

-Plan and coordinate resources-Coordinate activities across projects,suppliers, service teams-Establish new or modifiedmanagement info systems-Ensure all parties adopt commonframework of re-usable processes-And more...

167. What is the scopeof the TransitionPlanning &Support process?

-Maintain policies, standards forservice transition activities andprocesses-Guide major change or new servicethrough service transition process-And more...

168. Volume/Phase 4:Service Operation- What is it?

The phase of achieving effectivenessand efficiency in providing andsupporting services to ensure value isprovided to customer, user & serviceprovider

169. What is thepurpose ofServiceOperation

To coordinate and carry out activities andprocesses required to deliver and manageservices at agreed levels to business usersand customers

170. What are theobjectives ofServiceOperation?

-Maintain business satisfaction &confidence in IT through delivery andsupport of agreed IT service

-Minimize impact of service outages onday-to-day business activities

-Ensure access to agreed IT services isonly provided to those authorized

171. What is thescope of ServiceOperation?

- The services themselves - Service management processes (eventhough some processes originate in atservice design/transition stages, they arecontinually in use here)- Technology (management ofinfrastructure)- People

172. What is thebusiness valueof ServiceOperation?

This is where the customer sees the actualvalue of the services

173. Whatcommunicationis part ofServiceOperation?

-Routine operational communication-Communication between shifts-Performance reporting-Change communication-Training-Strategy and Design communication

174. What processesare related to ofServiceOperation?

-Incident management-Problem management-Event management-Request Fulfillment-Access Management

175. What is thepurpose ofIncidentManagement?

To restore normal service operation asquickly as possible, minimize adverseimpact on business ops, ensuring hatagreed levels of service quality aremaintained

176. What are theobjectives ofIncidentManagement?

- Ensure standard methods andprocedures used for response, analysis,documentation, ongoing managementand reporting of incidents- Increase viability and communication ofincidents tp business and IT support staff- Enhance business perception of ITthrough professional approach andquickly resolving and communicationincidents- Align incident management activitiesand priorities with those of the business- Maintain user satisfaction with thequality of IT services

177. What is thescope ofIncidentManagement?

Any event which disrupts, or which coulddisrupt, a service

178. What is anincident?

An unplanned interruption to an IT serviceor reduction in quality of IT service or failureof a CI (configuration item) that has not yetimpacted IT service

179. DescribeTime Scalesof IncidentManagement:

-They are Based on targets in SLA's-Captured as targets in OLA's-Escalation based on predefined rules

180. What shouldan incidentmodelinclude?

- Steps to take to handle incidents- Chronological order of the steps (withdependencies defined)- Responsibilities (who should do what)- Precautions to be taken before resolution(i.e. data backup)- Time scales and thresholds for completionof actions- Escalation procedures- Necessary evidence-preservation

181. What is amajorincident?

Presents greater urgency and can havesignificant detrimental impact on business:-Separate procedure-Shorter time scale-Greater urgency-Different roles and responsibilities

182. What are theIncidentManagementactivities?

-Identification (through user, vendor, e-mail, phone etc.)-Logging-Categorization (drives reporting, routing,prioritization, trend data)-Prioritization (combo of urgency andimpact)-Initial Diagnosis (service desk)/Escalation(level 2,3 support)-Investigation and Diagnosis-Resolution and Recovery-Closure (surveys, documentation, formalclosure)

183. How do youcategorize anincident?

-Keep it simple-Use multi-level categorization-Use categorization for reporting

184. How do youprioritize anincident?

-A combination of urgency and impact-Urgency: how quickly the business needsresolution-Impact: How many services affected, howmany users affected, effect on businessreputation

185. How do youescalate anincident?

- Hierarchical escalation (Inform orinvolve more senior management toassist)- Functional escalation (Transferringan incident, problem or change to atechnical team with higher experienceto assist)

186. Who owns anincident?

Ownership regardless of escalationremains with the service desk

187. What interfacingprocesses areassociated withIncidentManagement?

- Service level management- Information security management- Capacity management- Availability management- Configuration management- Change management- Problem management- Access management

188. What is thepurpose ofProblemManagement?

To prevent problems and resultingincidents from happening, to eliminaterecurring incidents and to minimize theimpact of incidents that cannot beprevented

189. What are theobjectives ofProblemManagement?

- Prevent problems and resultingincidents from happening- Eliminate recurring incidents- Minimize the impact of incidents thatcannot be prevented

190. What is the scopeof ProblemManagement?

- Activities required to diagnose the rootcause of incidents and to determineresolution to problems- Ensure resolution is implementedthrough correct control- Maintain info about problems,workarounds and resolutions

191. What is aproblem?

The underlying cause of one or morefailures

192. What is aworkaround?

Way of reducing or eliminating impactof incident or problem where aresolution is not available yet

193. What is a knownerror?

Problem that has a documented rootcause and workaround

194. What is theKnown ErrorDatabase(KEDB)?

- Objective is to facilitate fasterdiagnosis and resolution- Stores previous knowledge of problems& incidentsIt's part of the SKMS (service knowledgemanagement system)- Speeds up resolution- Concern of data quality

195. What is aProblem Model?

- Similar to incident model- For problems that have an expensivesolution

196. What are theactivities associatedwith ProblemManagement?

-Detection-Logging-Categorization-Prioritization-Investigation and diagnosis-Create a known error record-Resolution

197. What should MajorProblem Reviewfocus on?

-What went right-What went wrong-How to improve-How to prevent recurrence-Who was involved

198. When do youconduct a majorproblem review?

After closure and it is linked tomajor incident review

199. What is therelationship betweenIncidents andProblems?

Incidents never become problems.They co-exist

200. What two processesis ProblemManagement madeup of?

1) Reactive = Triggered in reactionto an incident (engages problemmanagement during an incident)2)Proactive = Triggered by activitiesseeking to improve service (majorproblem review, trend analysis)

201. What processesinterfaces withProblemManagement?

-Financial Management-Availability Management-Capacity Management-IT Service Continuity Management-Service Level Management-Change Management-Configuration Management-Release and DeploymentManagement-Knowledge Management-Seven Step Improvement Process

202. What is the purposeof EventManagement?

The ability to detect events, makesense of them and determine rightcontrol action

203. What are theobjectives of EventManagement?

-Detect all changes of state thathave significance to management ofa CI or IT service-Determine appropriate controlaction for events + communication-Provide trigger or entry point forexecution of service operationprocesses-Provide means to compare actualoperating performance andbehaviour against design standardsand SLA's-Provide basis for service assuranceand reporting and serviceimprovemnt

204. What is thescope ofEventManagement?

Applied to any service management thatneeds to be controlled and can beautomated:

-CI's(Configuration items)-Environmental conditions (fire, smokedetection)-Software licence monitoring (ensure legaluse & allocation)-Security (intrusion detection)-Normal activity (tracking use of applicationor performance)

205. What is anEvent?

It can be defined as any change of state thathas significance for the management of aConfiguration Item or IT Service

206. What is anAlert?

Is a notification that a threshold has beenreached, something has changed, or afailure has occured

207. What arethree types ofevents?

1) Exception Events (a user attempts tologon to app with incorrect password,unusual situation in a process that mayindicate an exception, a device's CPU isabove acceptable use rate, PC Scan revealsinstallation of unauthorized softw.)2) Warning Events (service memory usereaches within 5% of acceptableperformance, completion tile is 10% longer)3) Informational Events (scheduledworkload has completed, user has logged into use app, e-mail has reached intendedrecipient)

208. What is thepurpose ofRequestFulfillment?

It's he process responsible for managing thelifecycle of all service requests from users

209. What are theobjectives ofRequestFulfillment?

-maintain user and customer satisfaction-Provide channel to request and receiveservice-Provide info to users and customers re.availability of services-Source and deliver components of requestedservices-Assist with general info, complaints,comments

210. What is thescope ofRequestFulfillment?

Up to each org to decide which servicerequests it will handle

211. What is aServiceRequest?

Is a request from a user for info, advice,standard change, or access to an IT service

212. What is the purposeof AccessManagement?

Tp provide the right for users to beable to use a service or group ofservices

213. What are theobjectives of AccessManagement?

-Manage access-Respond to requests for grantingaccess-Oversee access

214. What is the scope ofAccessManagement?

Executing the policies in informationsecurity management

215. What are the basicconcepts of AccessManagement?

-Access-Identity-Rights-Service or Service Groups-Directory Services

216. What are theService OperationFunctions?

-Service Desk-Technical management-IT Operation Management-Application Management

217. What does theservice desk do?

-Single point of contact for users (toservice provider)-Communication to users-Coordination for several IT groupsand processes

218. What is thebusiness value ofthe service desk?

-Reduce negative business impact-Improve customer service,perception, satisfaction-Increase accessibility through SPOC(single point of contact)-More meaningful management info

219. What are theobjectives of theservice desk?

-To restore the normal service tousers as quickly as possible-Restoration of service in the widestpossible sense

220. What are theoptions oforganizationalstructures of aservice desk?

-Local service desk = physically andculturally close to user community-Centralized service desk = mergingmultiple service desks together-Virtual service desk = use oftechnology to make up service desk,such as working from home

221. What is technicalmanagement?

It refers to the groups, departmentsor teams that provide technicalexpertise and overall management ofthe IT infrastructure

222. What is the role oftechnicalmanagement?

-Custodian if technical knowledgeand expertise (managing the ITinfrastructure)-Provides the resources to supportthe service lifecycle-Provide guidance to IT ops abouthow to carry out ongoing opsmanagement of technology

223. What are theobjectives oftechnicalmanagement?

To help plan, implement and maintainstable technical infrastructure to support theorg's business processes

224. What are thetechnicalmanagementgroups?

-Network support-Server team-Virtualization team-Middleware-Desktop-Database-Directory services-Web services-Messaging team

225. What is thepurpose of ITOperationsManagement?

To execute the ongoing activities andprocedures required to manage andmaintain the IT infrastructure so as todeliver and support IT services at the agreedlevels

226. What are theobjectives ofITOperationsManagement?

-Day to day processes and activities-Improving Services-Diagnose and resolve IT operations failures

227. What are thecomponentsof ITOperationsManagement?

Operations control:-Console Management-Job scheduling-Backup and restore-Print and output management-Performance of maintenance activities

Facilities Management:-Data centre Management-Recovery sites-Coordination consolidation projects-Management of outsourcing contracts

228. What is thepurpose ofApplicationManagement?

Is responsible for managing applicationsthrough their lifecycle

229. What is therole ofApplicationManagement?

-Custodian of technical knowledge related tomanaging apps-Provide resources to support servicelifecycle-Provide guidance to IT ops about carryingout ops management of apps-Integration of application managementlifecycle into service lifecycle

230. What are theobjectives ofApplicationManagement?

To support the org's business process byhelping to identify functional andmanageability requirements for applicationsoftware & to assist in design & deployment,plus ongoing support and improvements

231. Describe theoverlap betweenfunctions in theService Operationsphase:

Technical and IT Ops Managementare involved in management andmaintenance of IT infrastructure

Technical and ApplicationManagement are involved in design,testing, improvements of CI's

IT Ops and Application Managementare involved in application support

232. Volume/Phase 5:Continual ServiceImprovement (CSI)- What is it?

The phase of creating andmaintaining value for the customerthrough improvements to strategy,design, transition and operation ofservice

233. What is thepurpose ofContinual ServiceImprovement?

To align IT service with changingbusiness needs by identifying andimplementing improvements to ITservices that support businessprocesses

234. What are theobjectives ofContinual ServiceImprovement?

-Improvements to the entire lifecycle(review, prioritize, makerecommendations)-Focus on effectiveness and efficiency(identify and implement specificactivities to improve effectiveness andefficiency) -Using proven quality managementmethods-Ensuring appropriate measurements-Review and anlalyze service levelachievements)-Improve cost effectiveness-Ensure applicable qualitymanagement methods are used-Understand what to measure, why itis being measured and what thesuccessful outcome should be

235. What is the scopeof ContinualServiceImprovement?

-The overall health if ITSM as adiscipline-The continual alignment of theservice portfolio with the current andfuture business needs-The maturity and capability of theorg, management, processes andpeople used by service-Continual improvement of all aspectsof the service and the assets thatsupport them

236. WhatactivitiessupportContinualServiceImprovement?

-Review mngmt info and trends (meetingagreed service levels and ensure output ofenabling processes are acheiving desiredresults)-Conduct maturity assessments -Conduct internal audits (employee &process compliance)-Review existing deliverables-And more....

237. What is thebusiness valueof ContinualServiceImprovement

Value is optimized across entire lifecycle:-gradual and continual improvement inquality-Service remains continuously aligned tobusiness requirements-Improvements in cost effectiveness-Monitoring and reporting ti idimprovement opportunities-Id opportunities for improvements in orgstructure, resourcing, capabilities,partners, technology, staff skills, training,communication

238. What isgovernanceand what doesit do?

Ensures that policies and strategy areactually implemented and that requiredprocesses are correctly followed. It's t hesingle overarching are that ties IT andbusiness together!

239. What is theDeming Cycle?

It is an Improvement Model:Plan = relates to a problemDo = completing the project activitiesCheck = review or audit of activities andoutcomesAct = focus on improving capabilities basedon Plan, Do, Check.

240. What is theCSI approach?

It's an Improvement Model based on theDeming Cycle:1) What is the vision?2) Where are we now (establish baseline)?3) Where do we want to be (agree ongoals)?4) How do we get there (detail plan)?5) Did we get there (measure)?6) How do we keep momentum going(Embed culture of change)?

241. What is thepurpose of theeven steps toimprovement?

Define and manage the steps needed toidentify, define, gather, process, analyze,present and implement improvements

242. What are the sevensteps toimprovement? E!

1) Identify strategy for improvement(vision, strategy, goals)2) Define what you will measure3) Gather the data (Who? How?When? Data integrity?)4) Process the data (frequency?Format? System? Accuracy?)5) Analyze Data (Trends? Targets?Improvements Required?)6) Present and use the info,assessment,summary, action plans)7) Implement Improvement

243. What is the scopeof the seven steps toimprovement? E!

-Analysis of he performance andcapabilities of services and processes- Continual alignment of portfolio ofIT services with business needs(current, future)-Making best use of technology- The org structure, capabilities ofstaff, appropriate functions and roles,required skills

244. What are theobjectives of theseven steps toimprovement? E!

-Identify opportunities forimprovements-Reduce cost-Identify what to measure-Review service achievements-Continually align and realign serviceprovision with outcome requirements-Understand what to measure, whyand define successful outcome

245. What is the CSIregister?

The Continual Service ImprovementRegister: Is kept to record all theimprovement opportunities

246. What is a baslinemeasurement?

A point of reference for continualimprovement. Used as a startingpoint to measure effect of a serviceimprovement plan

247. What levels arebaselinesestablished at?

-Strategic = Goals and Objectives-Tactical = Process and Maturity-Operational = Metrics and KPI's

248. What types ofmetrics are thereand what are they?

- Technology Metrics = componentand application metrics such asperformance, availability- Process Metrics = CSF's, KPI's andactivitty metrics for servicemanagement process- Service Metrics = measure of end toend service performance, usingindividual technology and processmetrics

249. What are CSF's? Critical Success Factors = Somethingthat must happen if a process, projectplan, or IT service is to succeed

250. What are KPI's? Key Performance Indicators = A metricused to measure achievement to a CSFand help manage a process, service oractivity (balance of effectiveness,efficiency and cost effectiveness)

251. ITIL Information Technology InfrastructureLibrary

252. CSI Continual Service Improvement

253. RACI Responsible, Accountable, Consult,Inform

254. CSF Critical Success Factor

255. KPI Key Performance Indicator

256. DIKW Data, Information, Knowledge, Wisdom

257. ITSM IT Service Management

258. CI Configuration Item

259. SKMS Service Knowledge Management System

260. CMS Configuration Management System

261. CMDB Configuration Management Database

262. DML Definitive Media Library

263. CAB Change Advisory Board

264. KEDB Known Error Database

265. UC Underpinning Contract

266. SLA Service Level Agreement

267. SLM Service Level Management

268. SCMIS Supplier and Contract ManagementInformation System

269. BCP Business Continuity Plan

270. What is thepurpose of ITILCorePublications?

To provide best practice guidance to alltypes of organizations.

271. What is thepurpose of ITILComplementatryGuidance?

To provide guidance for specific toindustry sectors, org types, operatingmodels and technology architectures.

272. What is Utilitiy? Fit for Purpose - The functionality of aproduct or service from a customer'sperspective.

273. What isWarranty?

Fit for Use - A promise (in SLA) that aproduct or service will meet agreedrequirements.

274. ICT Information Communication Technology

275. True or False,Resources aretangible assets.

True

276. What does aprocess do?

It takes inputs and turn them into outputs.

277. Where is arole defined?

A role is defined in a process or function.

278. Detail theServiceOwner'srepsonsibility.

-Ongoing delivery meet agreed customerrequirements-Understand and translate customerrequirements-Communication with customer forinquiries and issues-Identify opportunities for serviceimprovements-Liaising with process owners-Gather and analyse stats and data-Represent service

279. What is aServicePipeline?

All services under development, growth andOutlook.

280. What is aServiceCatalogue?

A database or structured document withinformation about all live IT Services,including those available for deployment. Itincludes information about deliverables,prices, contact points, ordering, and requestprocesses.

281. What areRetiredServices?

Services that are no longer available.

282. ROI Return on Investment

283. VOI Value of Investment

284. TCO Total Cost of Ownership

285. PBA Pattern of Business Activity

286. BCM Business Continuity Management

287. OLA Operation Level Agreement

288. VBF Vital Business Function

289. BIA Business Impact Analysis

290. RFC Request for Change

291. SACM Service Asset and ConfigurationManagement

292. CAM Change Advisory Board

293. ECAB Emergency Change Advisory Board

294. SPOC Single Point Of Contact

295. Service LevelAgreementMonitoringChart (SLAM)

Used to help monitor and reportachievements against Service Level Targets.

A SLAM Chart is typically color coded toshow whether each agreed Service LevelTarget has been met, missed, or nearlymissed during each of the previous 12months.

296. What are the two types ofcustomers?

1. Internal - works for same business as service provider2. External - works for a business other than the service provider

297. What is Utility? Fit for purpose-the functionality of a product or service to meet a particular need.

298. What is Warranty? FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

299. What are the two types ofService Catalogues?

1. Business Service Catalogue 2. Technical Service Catalogue.

300. What is a Function? A group of people and the tools they use to perform one or more processes or activities.

301. What is a Role? A set of responsibilities defined in a process and assigned to a person or team.

302. What is a Process? A structured set of activities designed to accomplish a specific objective.

303. What are the five ServiceOperation processes.

1. Event Management2. Incident Management3. Request Fulfillment4. Problem Management5. Application Management

304. What are the four ServiceOperation functions

1. Service Desk2. Technical Management3. IT Operations Management4. Application Management

305. What drives servicedesign?

Functional requirements, SLAs, benefits and design constraints

306. Internal Service Provider A service provider which functions within the business units they server.

307. Shared Services Unit A service provider which functions in a special shared service unit not maintained at the corporate levelby executives such as IT, HR and logistics.

308. External Service Provider A service provider which functions outside of the organization that can offer competitive prices and lowerunit costs.

309. What is availability? Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability isdetermined by Reliability, Maintainability, Serviceability, Performance and Security.