ITIL ITIL Foundation (V4) Questions and Answers

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

1 and 2

2 and 3

3 and 4

1 and 4

An emergency change

A normal change

An application change

A standard change

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Retire, Test, Operate, Deploy, Ideation, Develop, Design

None of the above

Ideation, Test, Develop, Deploy, Design, Operate, Retire

Progress iteratively with feedback

Think and work holistically

Keep it simple and practical

Focus on value

Change control

IT asset management

Service desk

Service request management

A possible event that could cause harm or loss

Something created by carrying out an activity

A result for a stakeholder

A change of state that has significance for the management of a configuration item

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A user has requested access to a shared repository

A user wants to reset the password of a server

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

Service value chain activities

Service level management

Service value chain inputs

Change control

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

A high-risk change that needs very thorough assessment

A change that is typically implemented as a service request

A change that must be implemented as soon as possible

A change that needs to be scheduled, assessed and authorized following a defined process

The guiding principles

Governance

Practices

The four dimensions of service management

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

To ensure that the service levels have been agreed with customers

To reduce the number of metrics that need to be measured and reported

To ensure that all services are included in the service reports

To help focus on business outcomes, rather than operational result.

Engage

Obtain/build

Plan

Improve

Design and transition

Deliver and support

Plan

Obtain/build

Costs removed from the consumer by the service

Costs imposed on the consumer by the service

Outputs of the service received by the consumer

Risks imposed on the consumer by the service

Incident management restores service operation, service desk provides communication with users

incident management manages interruptions to service desk monitors achieved service quality

incident management resolves issues, service desk investigates the underlying causes of issues

incident management resolves complex issues, service desk resolve simpler issues.

Incident management

Service level management

Problem management

Service request management

Information security management

IT Asset Management

Change enablement

Service Configuration management

Service consumer

Customer

User

Sponsor

They should be written using language and terms which all parties will understand

They should be based on system-based metrics which are useful to the service provider

They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

They should avoid ambiguous targets such as those relating to user experience

Standard change

Normal change

Emergency change

Change model

value

consumption

management

provision

A request for normal operation to be restored

A request to implement a security patch

A request for access to a file

A request to investigate the cause of an incident

Speeding up the planning and authorization of emergency changes

Providing information about deployed changes to help manage incidents and problems.

Tracking and managing improvement ideas from identification through to final action

Providing a way to initiate normal changes

Understanding the current state

Defining the future desired state

Tracking and managing ideas

Ensuring everyone actively participates

A continual improvement register

An incident record

A change schedule

A service level agreement

Authorizing the budget for the service

Provisioning the service

Defining the requirements for the service

Using the service

Assessing which procedures can be re-used when improving a service

Understanding the methods applicable to complex systems

Eliminating metrics which do not contribute to achieving an objective

Using technology for standard tasks to give people time for complex activities

Communication and collaboration

Workflows and controls

Inputs and outputs

Contracts and agreement

how we get there?

Where are we now?

What is the vision?

Where do we want to be?

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

To support the ‘incident management’ practice and improvement planning

To manage emergency changes

To plan changes and help avoid conflicts

To manage standard changes

It provides a link with stakeholders at strategic and tactical levels

It carries out change assessment and authorization

It investigates the cause of incidents

It needs a practical understanding of the business processes

Service configuration management

Service desk

IT asset management

Monitoring and event management

Information should always be communicated

It has an intended purpose or a resultant action

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Meetings are always the best method of communication

It is stored in the configuration management system

Only add controls and metrics when they are needed

Design controls and metrics first, then remove those not adding value

Design controls and metrics and add them individually until all are implemented

Only add controls and metrics that are required for compliance

cost

Utility

Warranty

Risk

Change enablement

Service level management

Problem management

Service desk

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Charging

Governance

Budgeting

Accounting

To help plan, authorize and schedule emergency changes

To publish a list of service requests that users can select

To ensure that a single change authority reviews every change

To help plan changes, assist in communication and avoid conflicts

Improve

Deliver and support

Engage

Obtain/build

Scripts for collecting user information

Use of shift working patterns

Fulfillment of service requests

Creation of a temporary team

The number of passengers checked in

The average time to response to change requests

The average resolution time for incidents

The number of problems resolved

Standard changes are those that need to be scheduled, assessed and authorized following a standard process

Normal changes are triggered by the creation of a change request which can be created manually or automated

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Service desk

Monitoring and event management

Service level management

Continual improvement

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Any change of state that has significance for the management of a service or other configuration item

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfillment workflow

To set user expectations for fulfillment times

Less low level work and a greater ability to focus on user experience

Increased phone contact and a reduced ability to focus on user experience

Ability to work from multiple locations, geographically dispersed

Ability to work from a single centralised location

Additional expense that the service consumer has because they are using the service

Money that the service consumer no longer needs to spend because they are using the service

Tangible or intangible results for the service consumer because they are using the service

The benefits, usefulness. and importance of the service that are perceived by the service consumer

Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Selecting the right method, model or technique for identifying improvements

Tracking and managing improvement ideas from identification through to final action

Describing the services designed to meet the needs of a consumer group

A model used to determine who will assess a change

A person who approves a change

A tool used to help changes

A way to manage the people aspects of change

Organizations should work through the steps of the model in the sequence in which they are presented

The flow of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

A request to implement a security patch

A request to provide a laptop

A request to resolve an error in a service

A request to change a target in a service level agreement

The review and authorization of a change requested by a customer

The implementation of a critical software patch in response to a vendor security Issue

The Installation of a software application in response to a service request

The replacement of a component in response to a major incident

Governance

Service value chain

Guiding principles

Practices

Organization and people

Information and technology

Partners and suppliers

Value streams and processes

Assessing and prioritizing improvement opportunities

Performing service reviews with customers

Providing good-quality updates when expected

Automating service requests to the greatest degree possible

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

Changes included in the change schedule are pre-authorized and do not need additional authorization

formal changes should be assessed and authorized before they are deployed

Emergency changes should be authorized by as many people as possible to reduce risk

formal changes are typically implemented as service requests and authorized by the service desk

Service provider ceasing to trade

Security breach

Failure of server hardware

Cost of purchasing servers

it uses inputs and outputs prescribed by ITIL

It is a service value chain activity

It integrates practices for a specific scenario

It provides an operating model for service providers

Service request management

Service configuration management

Deployment management

Change enablement

A standard change

A change model

An emergency change

A normal change

Supplier management

Information security management

Release management

Service configuration management

Service level management

Relationship management

Service desk

Monitoring and event management