ITIL Overview

What is ITIL?

• A set of best practices and guidance in IT Service Management

• Led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years

• Designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

The ability of an organization, person, process, application, configuration item or IT service to carry out an activity

• Capability

• Service

• Value

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure

• RACI model

• Incident model

• Continual service improvement (CSI) approach

• The Deming Cycle

Service transition contains detailed descriptions of which processes?

• Change management, service asset and configuration management, release and deployment management

• Change management, capacity management event management, service request management

• Service level management, service portfolio management, service asset and configuration management

• Service asset and configuration management, release and deployment management, request fulfillment

Match the following activities with the Deming Cycle stages

1. Monitor, Measure and Review

2. Continual Improvement

3. Implement Initiatives

4. Plan for Improvement

• 1 Plan, 2 Do, 3 Check, 4 Act

• 3 Plan, 2 Do, 4 Check, 1 Act

• 4 Plan, 3 Do, 1 Check, 2 Act

• 2 Plan, 3 Do, 4 Check, 1 Act

What is the BEST description of an operational level agreement (OLA)?

• An agreement between the service provider and another part of the same organization

• An agreement between the service provider and an external organization

• A document that describes to a customer how services will be operated on a day-to-day basis

• A document that describes business services to operational staff

How does categorization of incidents assist incident management

• It helps direct the incident to the correct support area
• It determines the priority assigend to the incident
• It ensures that incident are resolved in times agreed with the customer
• It determines how the service provider is perceived

What is the purpose of the incident management practice?

• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effect and user friendly manner
• Ensuring that services deliver agreed levels of availability or that change can be assessed
• Ensuring that all an organization's are successfully delivered
• Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Indentify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests

• Incident management
• Service level management
• Service request management
• Service desk

How do all value chain activities transform inputs to outputs?

• By determining service demand

• By using a combination of practices

• By using a single functional team

• By implementing process automation