Question 1

An incident that results in a major disruption of service is called a:

Accepted Answer

A Major Incident is an incident that results in a major disruption of service.
Key Takeaway: In order to accommodate the importance for quick action, a major incident should have a separate set of procedures, with abbreviated timelines and a higher urgency. It's important for an organization to have a clear, agreed to set of criteria as to what comprises a major incident. Ideally, this process feeds into Problem Management so root cause analysis can lead to preventing the incident in the future.

Question 2

Of the following, which is responsible for managing the lifecycle of problems?

Accepted Answer

Problem Management is responsible for managing the lifecycle of problems.
Key Takeaway: Problem Management is focused on preventing problems, eliminating recurring incidents, and minimizing the impact of incidents. However, when a problem occurs it utilizes Reactive Problem Management to manage them. A problem is incident where the underlying cause is unknown. Although the activities of Reactive Problem Management are similar to Incident Management for logging the incident, the differ afterwards because root cause analysis and updates to the Known Error Database (KEDB) are made in Reactive Problem Management.

Question 3

Trend Analysis is an activity of which process?

Accepted Answer

Trend Analysis is an activity of Proactive Problem Management.
Key Takeaway: There are two key activities of Proactive Problem Management: Trend Analysis, and Targeting Preventative Action. Trend Analysis activities include reviewing reports from other processes to find trends worth attention. Targeting Preventative Action activities include conducting cost-benefit analysis for any investments in preventing problems, focusing on areas that are consuming the most support resources, and focusing on other vulnerable areas of the infrastructure by working with Availability Management and Capacity Management.

Question 4

Satisfying requests from end users using standardized and repeatable processes is the goal of:

Accepted Answer

A Satisfying requests from end users using standardized and repeatable processes is the goal of Request Fulfillment.
Key Takeaway: Request Fulfillment is designed to provide a conduit for users to request services, communicate the availability of services, source and deliver the components of the requested services, and manage with general information requests or complaints. Change Management has a direct impact on Request Fulfillment since it determines the types of changes that are pre-approved and those that can be effectively controlled and implemented by IT.

Question 5

Your area of responsibility has just been expanded to manage the TANGO system; however, you have been denied access to the system. Which process is responsible for managing your access to TANGO?

Accepted Answer

Access Management is responsible for managing access.
Key Takeaway: Access Management is the function that ensures users are authorized to use a service. Access Management is coordinated by Service Desk but depending on the request may also call on Technical Management and Application Management. The activity lifecycle of an access request is as follows: Requesting Access --> Verification --> Providing Rights --> Monitoring Identity Status --> Logging & Tracking Access --> Removing or Restricting Access.

Question 6

Which phase brings together all the other aspects of the Service Lifecycle together?

Accepted Answer

Continual Service Improvement is the phase that brings together all the other aspects of the Service Lifecycle together.
Key Takeaway: In addition to bringing all the others aspects together Continual Service Improvement (CSI) ensures that there is a continual improvement in the services and capabilities of them. The following graphic shows the interrelationships:

Question 7

Service Level Management is a process of which phases of the ITIL Service Model?

Accepted Answer

Service Level Management is a process of the Service Design phase of the ITIL Service Model.
Key Takeaway: Service Level Management is focused on ensuring that the agreed upon service levels are delivered for all services by identifying potential service improvements. Service Level Management is constantly analyzing Service Operation data, reporting, evaluating, and ultimately, improving. Service Level Management uses Service Improvement Plans to formally plan the implementation of improvements to processes and services.

Question 8

Asking whether service levels are improving is a function of:

Accepted Answer

Asking whether service levels are improving is a function of Service Level Management.
Key Takeaway: In addition to statistics around the number and percentage of services covered by SLAs, SLAs supported by UCs and OLAs, and service targets being met, there are questions that need to be asked and answered to round out the Key Performance Indicators (KPIs) of Service Level Management.
Questions such as are the service levels improving, are customer's perceptions improving, and are IT costs reducing for stable processes, round out the KPIs. If any of these questions are answered with a 'no' then there needs to be an investigation to determine why and a plan developed to make improvements that lead to a 'yes'.

Question 9

As a Service Level Manager, which of the following is not a challenge you would typically expect to be concerned with?

Accepted Answer

As a Service Level Manager, you would not expect to be concerned of the volume of Requests for Changes.
Key Takeaway: Service Level Management offers plenty of challenges but being concerned with the volume of changes is not one of them.
Other challenges facing Service Level Management are determining service level targets that are realistic and achievable, a shortage of time, resources, and focus, not having equal representation on the senior management team, and dealing with SLAs that are too wordy, contain an excess of technical wording, and are not focused on the customer's needs.

Question 10

The four reasons to monitor and measure within Service Measurement and Reporting are Validate, Direct, Justify, and _____________:

Accepted Answer

The four reasons to monitor and measure within Service Measurement and Reporting are Validate, Direct, Justify, and Intervene.
Key Takeaway: Coordinating the metrics, data collection, and reporting activities of the other processes and functions is the primary goal of Service Measurement and Reporting. The reasons for monitoring and measuring include: validate (is there alignment with the organizational vision and strategy), direct (using facts to drive change), justify (ensure the targets and metrics are correct), and intervene (drive improvements through corrective action).

Question 11

The type of metrics that are associated with performance and availability of infrastructure components is:

Accepted Answer

Technology Metrics are the type of metrics that are associated with performance and availability of infrastructure components.
Key Takeaway: Technology Metrics are typically designed by the various technology specialists and architects within IT.
The other two types of metrics are Process Metrics and Service Metrics. Process Metrics determine the overall health of a given process by measuring key performance indicators (KPIs) and activity metrics for the service management processes.
Service Metrics are the responsibility of the Service Level Managers and Service Owners and defines the results of the end-to-end service by taking into consideration component metrics.

Question 12

A baseline is a:

Accepted Answer

A baseline is a point of reference for comparison.
Key Takeaway: Baselines are important because the document the agreed upon starting point within an organization for which future comparisons will occur. They can be used as a starting point against which to measure future improvement initiatives, a way to measure the performance over time, and, in the case of a Configuration Management baseline, can be used as a restore point by acting as a last-known good configuration.

Question 13

What are the four phases of the Deming Cycle:

Accepted Answer

The four phases of the Deming Cycle are Plan, Do, Check, Act.
Key Takeaway: Plan, Do, Check, Act (PDCA) was introduced by Edward Deming, an American statistician. Deming is best known for his post-World War II work in Japan where he worked closely with executive managers on how to improve product quality. Deming is frequently considered a key factor for Japan's reputation today as a high-quality producer of products.

Question 14

The first step in the CSI Improvement Process is:

Accepted Answer

The first step in the CSI Improvement Process is to define what you should measure.
Key Takeaway: There are seven steps in the CSI Improvement Process is based on the Deming Cycle of Plan, Do, Check, Act. However, the Deming Cycle has more detailed steps when used to improve IT services and processes.
The steps include:
1. Define what should be measured
2. Define what you can measure
3. Gather the data
4. Process the data
5. Analyze the data
6. Use the data
7. Take corrective action.

Question 15

A benefit of Continual Service Improvement is a/an:

Accepted Answer

A benefit of Continual Service Improvement is an increased Return on Investment (ROI).
Key Takeaway: In addition to an increased ROI, Continual Service Improvement can lead to increased market growth, gaining a competitive advantage over competition, and an increased Value on Investment (VOI). A ROI is identified by the difference between savings achieved and the cost spent to realize the savings; typically represented in a percentage. A VOI is the additional value resulting from the creation of benefits. A Return on Investment is a component of Value on Investment.

Question 16

How many phases are there in the Service Lifecycle:

Accepted Answer

There are five phases in the Service Lifecycle.
Key Takeaway: The same five volumes that comprise the Information Technology Infrastructure Library (ITIL) are what comprise the Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Keep in mind that there is a holistic integration of all phases and each phase will affect the other. The result is a continuous cycle.

Question 17

Which ITIL Service Lifecycle phase provides guidance for the design and development of services?

Accepted Answer

Service Design is the ITIL Service Lifecycle phase that provides guidance for the design and development of services.
Key Takeaway: Service Design includes the principles for design and the methods for converting an organization's strategic objectives into service portfolios and service assets. Service Design is not limited to only new services. Service Design also includes any changes or improvements to existing services needed to increase or maintain value for the customer.

Question 18

Which phase of the Service Lifecycle is incorporated in all the other phases?

Accepted Answer

Continual Service Improvement is the Service Lifecycle phases that is incorporated in all other phases.
Key Takeaway: Continual Service Improvement contains the guidance in how to create and maintain value for customers through improved design, implementation, and operation of services.
Service quality and performance data, knowledge, and information all come together under Continual Service Improvement. Additional guidance is provided on linking improvement outcomes with Service Strategy, Service Design, and Service Transition.

Question 19

Which volume of ITIL provides guidance on achieving efficiency in the delivery and support of services?

Accepted Answer

Service Operation is the ITIL volume that provides guidance on achieving efficiency in the delivery and support of services.
Key Takeaway: Service Operation is the conduit for achieving strategic objectives as a result of delivering value for customers through service delivery and support. The main goal of Service Operation is to achieve effectiveness and efficiency while maintaining stability and flexibility. The key principle of Service Operation is effective communication, which includes routine operational communications, shift turnover communications, communications during projects, communications related to changes, exceptions, and emergencies, and training resources on new or changed processes and Service Designs.

Question 20

What are the four reasons to monitor and measure?

Accepted Answer

The reasons for monitoring and measuring include:
Validate (is there alignment with the organizational vision and strategy),
Direct (using facts to drive change)
Justify (ensure the targets and metrics are correct)
Intervene (drive improvements through corrective action)

Quiz 1: Information Technology Infrastructure Library (ITIL)