ITIL Sample Papers. The Official ITIL Accreditor Sample Examination Papers. Terms of use

Transcription

1 ITIL Sample Papers The Official ITIL Accreditor Sample Examination Papers Terms of use Please note that by downloading and/or using this document, you agree to comply with the terms of use outlined below: 1. All sample papers (in electronic or paper format) are for personal use only. 2. The sample papers are intended for the following use only: As a study aid for candidates who wish to sit an ITIL examination, or For reference purposes. 3. By downloading a complimentary digital copy of any of the ITIL sample papers, you agree not to: Print or reproduce it (unless it is for your own personal use); Forward or share it to/with any third party; Sell the document. 4. If you wish to use the whole, or part, of this sample paper for any purpose other than for your own study or reference, please contact the AXELOS Accreditation Team (accreditation@axelos.com). AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 1

2 ITIL Foundation Examination Sample Paper C Question Booklet Multiple Choice Exam Duration: 60 minutes Instructions 1. You should attempt all 40 questions. Each question is worth one mark. 2. Mark your answers on the answer sheet provided. Use a pencil (NOT ink pen). 3. There is only one correct answer per question. 4. You have 60 minutes to complete this paper. 5. You must achieve 26 or more out of a possible 40 marks (65%) to pass this examination. AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 2

3 ITIL Foundation Examination 1. Which is NOT a source of best practice? a) Standards b) Technology c) Academic research d) Internal experience 2. Which three are the characteristics of ITIL guidance that help to make it successful? a) Prescriptive, best practice and solution specific b) Publicly available, prescriptive and best practice c) Vendor neutral, non-prescriptive and best practice d) Publicly available, solution specific and vendor neutral 3. What is the ITIL term for customers of an IT service provider who purchase services as agreed in a legal contract? a) Strategic customers b) External customers c) Valued customers d) Internal customers AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 3

4 ITIL Foundation Examination 4. Which is NOT defined as part of every process? a) Roles b) Inputs and outputs c) Functions d) Metrics 5. In which areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors 2. Creating service application interfaces 3. Specialized practices for IT recruitment 4. Integrating ITIL with other operating models a) 1 and 2 b) 2 and 3 c) 3 and 4 d) 1 and 4 6. Which is an objective of service transition? a) To negotiate service levels for new services b) To ensure that service changes create the expected business value c) To reduce the impact of business critical service outages on key services d) To plan and manage entries in the service catalogue AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 4

5 ITIL Foundation Examination 7. Which lifecycle stage ensures that the impact of service outages is minimized on a day-to-day basis? a) Service design b) Service operation c) Continual service improvement d) Service transition 8. Which is the BEST description of a service catalogue? a) A document used by IT staff to identify activities that must be performed b) A list of all service level agreements (SLAs) c) A list of all business requirements that have not yet become services d) The part of the service portfolio that is visible to customers 9. Which of the following is concerned with policy and direction? a) Capacity management b) Governance c) Service design d) Service level management AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 5

6 ITIL Foundation Examination 10. Which is an example of an operational level agreement (OLA)? a) A document that outlines agreements between service providers in the same organization b) A document that outlines the responsibilities of both the IT service provider and the customer c) A document that describes to a customer how services will be operated on a day-to-day basis d) A document that describes business services and their service level targets to operational staff 11. A known error record has been created after completing diagnosis of a problem but before finding a workaround. Is this a valid approach? a) Yes: a known error record can be created at any time it is prudent to do so b) No: a known error record should be created before the problem is logged c) No: a known error record is created when the original incident is raised d) No: a known error record should be created with the next release of the service 12. Which is used to communicate a high level description of a major change that involved significant cost and risk to the organization? a) Change proposal b) Change policy c) Service request d) Risk register AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 6

7 ITIL Foundation Examination 13. Which person or group is responsible for agreeing service targets with the service provider? a) The user b) The customer c) The supplier d) The service desk staff 14. Which of the following is TRUE regarding value? a) Value is defined by the customer b) Value is defined by the cost of the service c) Value is determined by the features offered to the customer d) Value is determined in financial terms only 15. Software and technology are examples of which of the four Ps? a) Processes b) Performance c) Products d) Partners AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 7

8 ITIL Foundation Examination 16. What is the MAIN reason for a service provider to understand the five aspects of service design? a) To prevent security breaches in mission critical services b) To ensure a holistic, results-driven approach c) To allow service design to cut costs d) To prevent breaches of service level agreements (SLAs) 17. Which is the CORRECT set of steps in the Continual Service Improvement (CSI) approach? a) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve b) Where do we want to be? ; How do we get there? ; Who plans the improvement? ; How do we know we arrived? ; How do we keep the momentum going? c) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution d) What is the vision? ; Where are we now? ; Where do we want to be? ; How do we get there? ; Did we get there? ; How do we keep the momentum going? 18. Which three types of metric support Continual Service Improvement (CSI) activities? a) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics b) Process metrics, software metrics and financial metrics c) Technology metrics, process metrics and service metrics d) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 8

9 ITIL Foundation Examination 19. Which part of Financial Management for IT services deals with predicting and controlling income and expenditure within the organization? a) Accounting b) Budgeting c) Cost models d) Charging 20. What is the PRIMARY process for strategic communication with the service provider's customers? a) Service catalogue management b) Service portfolio management c) Service desk d) Business relationship management 21. Which of these recommendations are best practice for service level agreements? 1. Include legal terminology in service level agreements (SLAs) 2. Ensure all the targets in an SLA are measurable. 3. Ensure the SLA is signed by both customer and provider 4. Include the service hours and cost of delivering the service a) 1 and 2 b) 2 and 3 c) 3 and 4 d) 1 and 4 AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 9

10 ITIL Foundation Examination 22. Which is the BEST description of a service-based service level agreement (SLA)? a) An agreement with an individual customer group, covering all the services that they use b) An agreement that covers one service for a single customer c) An agreement that covers service-specific issues in a multi-level SLA structure d) An agreement that covers one service for all customers of that service 23. Which is NOT a responsibility of service catalogue management? a) Ensuring that information about live IT services is accurate b) Ensuring that service level agreements are maintained c) Ensuring that information in the service catalogue is consistent with the service portfolio d) Ensuring that all operational services are recorded in the service catalogue 24. Which is NOT an objective of supplier management? a) Maintaining the supplier policy b) Supplier categorization and risk assessment c) Maintaining the service knowledge management system d) Identifying opportunities for the continual service improvement register AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 10

11 ITIL Foundation Examination 25. Which process has the objective: To ensure all service models conform to strategic, architectural, governance, and other corporate requirements? a) Service portfolio management b) Design coordination c) Service level management d) Change management 26. Which statement about the emergency change advisory board (ECAB) is CORRECT? a) The ECAB considers every high priority request for change b) The review of completed emergency changes is one of the duties of the ECAB c) The ECAB will be used for emergency changes where there may not be time to call a full CAB d) The ECAB will be used when a full CAB has a large backlog of changes 27. Who normally chairs a change advisory board (CAB)? a) Change manager b) Service owner c) Change initiator d) Business relationship manager AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 11

12 ITIL Foundation Examination 28. What is the second phase in release and deployment management? a) Review and close b) Authorize changes c) Release build and test d) Release and deployment planning 29. Which process has the objective: "to improve the quality of management decision making by ensuring that reliable and secure information is available throughout the lifecycle"? a) Knowledge management b) Availability management c) Service asset and configuration management d) Change management 30. Which process helps to ensure that new or changed services are established in supported environments within the predicted cost, quality and time estimates? a) Financial management for IT Services b) Capacity management c) Transition planning and support d) Change management AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 12

13 ITIL Foundation Examination 31. Which should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that the user is satisfied with the outcome 3. Record a known error record with the resolution 4. Perform an incident review for lessons learned a) 1 and 2 b) 2 and 3 c) 3 and 4 d) 1 and Which BEST describes hierarchic escalation? a) Notifying more senior levels of management about an incident b) Passing an incident to people with a greater level of technical skill c) Using more senior specialists than necessary to resolve an incident to maintain customer satisfaction d) Failing to meet the incident resolution times specified in a service level agreement 33. A significant, unresolved problem is likely to cause major business disruption. Where is this MOST LIKELY to be escalated to? a) IT service continuity management b) Availability management c) Incident management d) Change management AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 13

14 ITIL Foundation Examination 34. Which process will regularly analyze incident data to identify discernable trends? a) Service level management b) Problem management c) Change management d) Event management 35. Which is the BEST description of a service request? a) A request from a user for information, advice or for a standard change b) Anything that the customer wants and is prepared to pay for c) Any request or demand that is entered by a user via a self-help web-based interface d) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting 36. Which service desk organizational structure is NOT described in Service Operation? a) Local service desk b) IT help desk c) Virtual service desk d) Follow the sun AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 14

15 ITIL Foundation Examination 37. Which function or process would provide staff to monitor events in an operations bridge? a) Technical management b) IT operations management c) Request fulfilment d) Applications management 38. What is a process owner NOT responsible for? a) Defining the process strategy b) Communication of process information or changes to ensure awareness c) Developing IT plans that meet and continue to meet the IT requirements of the business d) Identifying improvement opportunities for inclusion in the CSI register 39. What is the role of a person if they are categorized as "I" in a RACI matrix? a) They are accountable for the outcome of the activity b) They must perform an activity c) They must be kept up to date on the progress of an activity d) They manage an activity AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 15

16 ITIL Foundation Examination 40. Which of these can be introduced to provide; improved detection and monitoring, pattern recognition analysis and service optimization? a) Service automation b) The DIKW structure c) Demand management d) Standard changes END OF EXAMINATION AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_V2.1 16

17 ITIL Sample Papers The Official ITIL Accreditor Sample Examination Papers Terms of use Please note that by downloading and/or using this document, you agree to comply with the terms of use outlined below: 1. All sample papers (in electronic or paper format) are for personal use only. 2. The sample papers are intended for the following use only: As a study aid for candidates who wish to sit an ITIL examination, or For reference purposes. 3. By downloading a complimentary digital copy of any of the ITIL sample papers, you agree not to: Print or reproduce it (unless it is for your own personal use); Forward or share it to/with any third party; Sell the document. 4. If you wish to use the whole, or part, of this sample paper for any purpose other than for your own study or reference, please contact the AXELOS Accreditation Team (accreditation@axelos.com). AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_Rationale_V2.1

18 ITIL Foundation Examination Sample Paper C Answers and rationale AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_Rationale_V2.1

19 ITIL Foundation Examination For Exam Paper: ITIL_FND_EN_SamplePaperC Q A Syllabus Ref Book Ref 1 B FND01-1 SS Best practices in the public domain 2 C FND01-2 SS 1.4 Why is ITIL so successful? 3 B FND01-4 SS Internal & external customers 4 C FND01-10 SS Processes 5 D FND02-2 SS 1 Introduction 6 B FND02-7 ST Purpose and objectives of service transition 7 B FND02-9 SO Purpose and objectives of service operation 8 D FND03-4 SS Service catalogue Rationale Technology (answer B) is an enabler of best practice, not a source of best practice. Standards (answer A), academic research (answer C) and internal experience (answer D) are all sources of best practice. The guidance states that the characteristics in answer C are what contribute to ITIL s success: vendor neutral, nonprescriptive and best practice. The characteristics prescriptive and solution specific conflict with those that contribute to ITIL s success. Publically available is a characteristic of ITIL but is not paired with two other correct characteristics. If there is a contract, the customer must be external as contracts are not needed when the customer is internal. For this reason, internal customers (answer D) is incorrect. Strategic customers (answer A) and valued customers (answer C) may be internal or external and so may, or may not, require a contract. Functions are not part of a process, they carry out processes. The roles (answer A) involved in a process are always defined, even if these are only those of the process owner and process manager. No process could operate without inputs (answer B). Every process needs to be measured by metrics (answer D) to allow it to be managed effectively. Only options 1 and 4 are true. The ITIL complementary guidance includes many books, blogs and white papers which describe its interface with other operating models e.g. SIAM, COBIT, etc. It also includes books and papers pertaining to specific industry sectors e.g. government, finance, etc. Developing application interfaces and IT recruitment would be more specific to software development and HR practices and methodologies than being complimentary to ITIL. A number of service transition processes e.g. change management, help to ensure that service changes create the expected business value. The other answers are incorrect because they are objectives of processes in other lifecycle stages. Answer A is an objective of service level management. Answer C is more an objective of service operation and answer D belongs to service catalogue management. As part of service operation, incident and problem management can help to minimize outages. The other answers are incorrect because they are not involved in the day-to-day running of the service: service design (answer A) creates the blueprint for the service, service transition (answer D) ensures the service moves into the live environment, and continual service improvement (answer C) helps the organization to identify areas for improvement in terms of the service s overall effectiveness and efficiency. The service portfolio comprises the service catalogue (visible to customers) and the service pipeline and retired services (not visible to customers). AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_SamplePaperC_Rationale_V2.1

20 ITIL Foundation Examination structure 9 B FND03-5 SS Governance 10 A FND03-12 SD Policies, principles and basic concepts 11 A FND03-31 SO Raising a known error record 12 A FND03-37 ST Change proposals 13 B FND03-41 SS Stakeholders in service management Answer A is incorrect as the service catalogue sets out the description of a service not the activities that need to be carried out. Answer B is incorrect as the service catalogue is used as a basis for creating SLAs, however they are not listed within the catalogue. Answer C is incorrect as the service catalogue contains the services provided, and not the services required. Answer B is correct as Governance is solely concerned with policy and direction for the organization. Though it could be argued that the other options do have policies and set direction, but these are NOT their primary focus and they will all be driven by organizational governance standards. An OLA is an agreement between an IT service provider and another part of the same organization that assists with the provision of services. Answer B describes a contract. Answer C describes information that would be found in an SLA. The description of business services in answer D is likely to be found in the service catalogue. (NB. This question concerns a known error record, not a known error.) In some cases it may be advantageous to raise a known error record even earlier in the overall process, even though the diagnosis may not be complete or a workaround found. This might be used for information purposes or to identify a root cause or workaround that appears to address the problem but hasn t been fully confirmed. Answer B is incorrect because although known error records can be created from external sources before a problem is logged, this is not always the case. Answer C is incorrect as a known error record would not be created from an incident record. Answer D is incorrect as the next release of the service may introduce a fix for the known error, making it redundant. A change proposal would be used where a major cost and/or risk is involved, often requiring approval from senior customer and service provider representatives. A change policy (answer B) defines when change proposals or requests should be raised. A service request (answer C) is raised for more minor levels of change, with known risks and costs. A risk register (answer D) records the nature and level of risk of events that may affect the service (that, if they occur, may necessitate changes). The customer agrees the service targets with the service provider through the SLA. Supplier (answer C) agreements are laid down in contracts. The user (answer A) of a service may not necessarily be the customer. In this case the customer would agree the targets for the service that the user will receive. The service desk staff (answer D) might be involved in reporting on targets but not in agreeing them. AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_Rationale_Sample_PaperC_V2.1

21 ITIL Foundation Examination 14 A FND04-2 SS Creating value 15 C FND04-3 SD Comprehensive and integrated service design Fig B FND04-4 SD Holistic service design 17 D FND04-9 CSI Business questions for CSI 18 C FND B FND D FND B FND05-31 CSI 5.5 Metric SS Scope SS Purpose & objectives SD Designing SLA frameworks The correct answer is A, value is always determined by the customer. This is because the customer s perception influences how value is measured. This is not only measured in financial terms. It is not always related to the cost of a service, or the advertised features offered. The correct answer is C, services and technology are examples of PRODUCTS, not partners or processes. Performance is not one of the 4 P s. The key to the answer is the holistic nature of service design and the desire to achieve the results and create the value defined in service strategy. The other three answers are all areas that service design is concerned with, but they are not the MAIN reason. Answer D describes the complete continual service improvement approach. Answer B misses two of the steps of the approach and terms are incorrect. Answer A describes the service lifecycle, not steps in CSI. Answer C is closer to describing the Deming Cycle of plan, do, check, act, and again are not recognized steps in the CSI approach. Technology, process and service are the three types of metrics that support CSI activities, as stated in the CSI publication. Budgeting involves looking into the future to predict expenditure and income. Accounting (answer A) is the process of recording and accounting for spending. Cost models (answer C) are used to calculate the cost of providing services. Charging (answer D) is the process through which costs can be recovered from customers. Business relationship management covers communication at a strategic level. Service desk (answer C) is not a process, even though it provides service level data for reporting. Although the outputs of service portfolio management (answer B) and service catalogue management (answer A) are used in communication with the customer, they are not the process responsible for it. B is the CORRECT answer. Option 1 (incorrect) - Legal terminology may be included if the SLA is part of a contract, however if the document is not legally binding, legal terminology is not necessary. Option 2 (correct) - All SLA targets must be measurable to prevent disagreements over whether they have been met. Option 3 (correct) - Both customer and provider must sign to show that they agree to their responsibilities as outlined in the SLA. Option 4 (correct) - The price of the service may be included but the cost of delivering the service will not be included. AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_Rationale_Sample_PaperC_V2.1

22 ITIL Foundation Examination 22 D FND05-31 SD Designing SLA frameworks 23 B FND05-41 SD Purpose & objectives 24 C FND05-44 SD & Purpose & objectives 25 B FND05-47 SD Purpose & objectives 26 C FND05-51 ST Emergency changes 27 A FND05-51 ST Change advisory board 28 C FND05-61 ST Process activities, methods and techniques 29 A FND05-62 ST Purpose & A service-based SLA describes the agreed level of service for a particular service, which may be provided to a number of customers. Answer A describes a customer-based SLA where a single customer has an SLA for multiple services. Answer B is half right because it covers a single service but still incorrect as it fails to identify multiple customers. Answer C describes one of the levels (the service level) of a multi-level SLA. Answer B is correct as it identifies a responsibility of service level management NOT service catalogue management. The accuracy of the catalogue (answer A), consistency with the other elements of the service portfolio (answer C) and completeness of the service catalogue (answer D) are all incorrect because they are elements of service catalogue management. The correct answer is C. Supplier management maintains the SCMIS, not the SKMS. The other options are valid objectives of the supplier management process. The correct answer is B) Design coordination. Ensuring that the service model designs conform to requirements, including strategic, architectural, governance and corporate, is a stated objective of design coordination. Answer A Service transition planning and support would have the objective of ensuring the implementation of an approved design (one that conformed to requirements) through the service design package was transitioned into operation. Answer C Service level management would be concerned with establishing the relevant service performance targets and then tracking the model s conformance to service levels, once in operation. Answer D Change management would be concerned with implementing any changes to the service model and its initial implementation as part of the service transition stage of the lifecycle. ITIL guidance states that the full CAB is the best body to consider a change. The ECAB will substitute if this proves logistically impossible. Answer A is incorrect as the CAB will consider some of the high priority changes where time allows to bring it together. Answer B is incorrect as the review of changes is the role of the full CAB. Answer D is incorrect an ECAB would not be used to alleviate a backlog of changes. The change manager normally chairs the CAB. It is likely that the other three may attend the CAB to either contribute or take away information. Release build and test follows release and deployment planning (answer D) as the second phase. Review and close (answer A) is the fourth and final stage. Change authorization (answer B) is a change management activity and outside of the scope of release and deployment management. Even though knowledge management is a process within service transition, it is described as a whole lifecycle process ensuring AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_Rationale_Sample_PaperC_V2.1

23 ITIL Foundation Examination objectives 30 C FND05-64 ST Scope 31 A FND05-71 SO Process activities, methods and techniques 32 A FND05-71 SO Incident escalation 33 A FND05-72 SO Interfaces 34 B FND05-72 SO Scope 35 A FND05-82 SO Scope that reliable and secure knowledge, information and data is available and current throughout the five stages. Transition planning and support acts like the glue binding together the service transition stage. It would therefore be responsible for the planning and coordinating the resources required for service transitions. Options 1 and 2 are correct. The closing category of an incident should be checked as it is the raw data that can be used for many purposes, e.g. to help problem management identify trends of recurring incidents. The user must also be satisfied with the outcome as they are the people affected. This is very often done by a service desk contacting them to confirm closure. Hierarchic escalation takes place if a higher level authority needs to be informed and/or make a decision, often to focus attention on an incident resolution. Answers B and C describe functional escalation but not escalation up the hierarchy of the organization. Answer D is a reason that hierarchic escalation may be carried out, but it is not a description of it. If business disruption is likely, then continuity management must assess the situation and decide how to act. Availability management (answer B) is more focused on design activity. Incident management (answer C) will likely have dealt with the original incident(s) that led to the problem being raised. Change management (answer D) will only be involved when a proposed fix needs to be authorized. Proactive problem management involves analysing data, looking for trends and raising problems as a result. Service level management (answer A) may contribute but will not analyse low level incident data. Change management (answer C) does not analyse incident data for trends. Event management (answer D) will look for trends but in event data. How to questions and standard changes are good examples of service requests. Answer B is too broad as it covers major changes and projects as well. Answer C has some truth because self-help, web-based tools are often used for service requests, however this is not the only way to submit a request and so is not the BEST description. Answer D describes a change not service request. AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_Rationale_Sample_PaperC_V2.1

24 ITIL Foundation Examination 36 B FND06-1 SO Service desk organizational structure 37 B FND06-2 SO Operations management role 38 C FND07-1 SD Generic process owner role 39 C FND07-2 SD Designing roles the RACI model 40 A FND08-2 SS 7.1 Service Automation A local service desk (answer A) serves users in the same location. A virtual service desk (answer C) may be in multiple locations but appears as if it were one desk to the customer. Follow the sun (answer D) is a service desk model where control switches depending on the time of the day. The IT help desk (answer B) is not described in ITIL publications as an organizational structure. IT operations control, as part of IT operations management, will provide the staff for the operations bridge (this is a front line monitoring role in a data centre or network operations centre). Request fulfilment (answer C) is a process as so cannot provide staff, Technical and applications management (answers A and D) will work outside of the operation bridge area. The process owner will define the process strategy (answer A), make sure those who are involved know about it (answer B) and help to identify improvement (answer D). What they are NOT responsible for are IT plans to meet business need. I stands for informed in the RACI matrix, i.e. kept up to date. A in RACI is accountable (answer A). R is responsible, which is performing and managing the activity (Answers B and D) Service automation benefits the following areas of service management: Design and modelling Service catalogue Pattern recognition analysis Classification, prioritization and routing Detection, monitoring and optimization The DIKW structure (answer B) relates to knowledge management, (answer C) demand management would improve pattern recognition and optimization but not detection (answer D) are designed to improve the efficiency and effectiveness of low impact, routine changes. AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_Rationale_Sample_PaperC_V2.1

25 ITIL Foundation Examination AXELOS Limited AXELOS and ITIL are registered trademarks of AXELOS Limited. The AXELOS swirl logo is a trade mark of AXELOS Limited... EN_ITIL_FND_2011_Rationale_Sample_PaperC_V2.1

26 ITIL glossary and abbreviations English 1

27 Acknowledgements We would like to thank Ashley Hanna (HP) and Stuart Rance (HP) who produced the original ITIL glossary in English in May 2007, and to Ashley Hanna who updated it in July Thanks are also due to all those that contributed to the 2007 and 2011 editions of the ITIL core guidance. For a full list of acknowledgements, please visit: 2

28 Glossary terms and definitions Term acceptance access management account manager accounting accounting period accredited active monitoring activity agreed service time (AST) Formal agreement that an IT service, process, plan or other deliverable is complete, accurate, reliable and meets its specified requirements. Acceptance is usually preceded by change evaluation or testing and is often required before proceeding to the next stage of a project or process. See also service acceptance criteria. (ITIL Service Operation) The process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. (ITIL Service Strategy) A role that is very similar to that of the business relationship manager, but includes more commercial aspects. Most commonly used by Type III service providers when dealing with external customers. (ITIL Service Strategy) The process responsible for identifying the actual costs of delivering IT services, comparing these with budgeted costs, and managing variance from the budget. (ITIL Service Strategy) A period of time (usually one year) for which budgets, charges, depreciation and other financial calculations are made. See also financial year. Officially authorized to carry out a role. For example, an accredited body may be authorized to provide training or to conduct audits. (ITIL Service Operation) Monitoring of a configuration item or an IT service that uses automated regular checks to discover the current status. See also passive monitoring. A set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans, and are documented in procedures. (ITIL Service Design) A synonym for service hours, commonly used in formal calculations of availability. See also downtime. 3

29 agreement alert analytical modelling application application management application portfolio application service provider (ASP) application sizing architecture A document that describes a formal understanding between two or more parties. An agreement is not legally binding, unless it forms part of a contract. See also operational level agreement; service level agreement. (ITIL Service Operation) A notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process. (ITIL Continual Service Improvement) (ITIL Service Design) (ITIL Service Strategy) A technique that uses mathematical models to predict the behaviour of IT services or other configuration items. Analytical models are commonly used in capacity management and availability management. See also modelling; simulation modelling. Software that provides functions which are required by an IT service. Each application may be part of more than one IT service. An application runs on one or more servers or clients. See also application management; application portfolio. (ITIL Service Operation) The function responsible for managing applications throughout their lifecycle. (ITIL Service Design) A database or structured document used to manage applications throughout their lifecycle. The application portfolio contains key attributes of all applications. The application portfolio is sometimes implemented as part of the service portfolio, or as part of the configuration management system. (ITIL Service Design) An external service provider that provides IT services using applications running at the service provider s premises. Users access the applications by network connections to the service provider. (ITIL Service Design) The activity responsible for understanding the resource requirements needed to support a new application, or a major change to an existing application. Application sizing helps to ensure that the IT service can meet its agreed service level targets for capacity and performance. (ITIL Service Design) The structure of a system or IT service, including the relationships of components to each other and to the environment they are in. Architecture also includes the standards and guidelines that guide the design and evolution of the system. 4

30 assembly assessment asset asset management asset register asset specificity attribute audit authority matrix automatic call distribution (ACD) (ITIL Service Transition) A configuration item that is made up of a number of other CIs. For example, a server CI may contain CIs for CPUs, disks, memory etc.; an IT service CI may contain many hardware, software and other CIs. See also build; component CI. Inspection and analysis to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met. See also audit. (ITIL Service Strategy) Any resource or capability. The assets of a service provider include anything that could contribute to the delivery of a service. Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure or financial capital. See also customer asset; service asset; strategic asset. (ITIL Service Transition) A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle. See also service asset and configuration management; fixed asset management; software asset management. (ITIL Service Transition) A list of fixed assets that includes their ownership and value. See also fixed asset management. (ITIL Service Strategy) One or more attributes of an asset that make it particularly useful for a given purpose. Asset specificity may limit the use of the asset for other purposes. (ITIL Service Transition) A piece of information about a configuration item. Examples are name, location, version number and cost. Attributes of CIs are recorded in a configuration management database (CMDB) and maintained as part of a configuration management system (CMS). See also relationship; configuration management system. Formal inspection and verification to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met. An audit may be carried out by internal or external groups. See also assessment; certification. See RACI. (ITIL Service Operation) Use of information technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called automated call distribution. 5

31 availability availability management (AM) availability management information system (AMIS) availability plan back-out backup balanced scorecard (ITIL Service Design) Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime. It is best practice to calculate availability of an IT service using measurements of the business output. (ITIL Service Design) The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability. See also availability management information system. (ITIL Service Design) A set of tools, data and information that is used to support availability management. See also service knowledge management system. (ITIL Service Design) A plan to ensure that existing and future availability requirements for IT services can be provided cost-effectively. (ITIL Service Transition) An activity that restores a service or other configuration item to a previous baseline. Back-out is used as a form of remediation when a change or release is not successful. (ITIL Service Design) (ITIL Service Operation) Copying data to protect against loss of integrity or availability of the original. (ITIL Continual Service Improvement) A management tool developed by Drs Robert Kaplan (Harvard Business School) and David Norton. A balanced scorecard enables a strategy to be broken down into key performance indicators. Performance against the KPIs is used to demonstrate how well the strategy is being achieved. A balanced scorecard has four major areas, each of which has a small number of KPIs. The same four areas are considered at different levels of detail throughout the organization. 6

32 baseline (ITIL Continual Service Improvement) (ITIL Service Transition) A snapshot that is used as a reference point. Many snapshots may be taken and recorded over time but only some will be used as baselines. For example: An ITSM baseline can be used as a starting point to measure the effect of a service improvement plan A performance baseline can be used to measure changes in performance over the lifetime of an IT service A configuration baseline can be used as part of a back-out plan to enable the IT infrastructure to be restored to a known configuration if a change or release fails. See also benchmark. benchmark benchmarking Best Management Practice (BMP) best practice billing (ITIL Continual Service Improvement) (ITIL Service Transition) A baseline that is used to compare related data sets as part of a benchmarking exercise. For example, a recent snapshot of a process can be compared to a previous baseline of that process, or a current baseline can be compared to industry data or best practice. See also benchmarking; baseline. (ITIL Continual Service Improvement) The process responsible for comparing a benchmark with related data sets such as a more recent snapshot, industry data or best practice. The term is also used to mean creating a series of benchmarks over time, and comparing the results to measure progress or improvement. This process is not described in detail within the core ITIL publications. The Best Management Practice portfolio is owned by the Cabinet Office, part of HM Government. Formerly owned by CCTA and then OGC, the BMP functions moved to the Cabinet Office in June The BMP portfolio includes guidance on IT service management and project, programme, risk, portfolio and value management. There is also a management maturity model as well as related glossaries of terms. Proven activities or processes that have been successfully used by multiple organizations. ITIL is an example of best practice. (ITIL Service Strategy) Part of the charging process. Billing is the activity responsible for producing an invoice or a bill and recovering the money from customers. See also pricing. 7

33 brainstorming British Standards Institution (BSI) budget budgeting build build environment business business capacity management (ITIL Service Design) (ITIL Service Operation) A technique that helps a team to generate ideas. Ideas are not reviewed during the brainstorming session, but at a later stage. Brainstorming is often used by problem management to identify possible causes. The UK national standards body, responsible for creating and maintaining British standards. See for more information. See also International Organization for Standardization. A list of all the money an organization or business unit plans to receive, and plans to pay out, over a specified period of time. See also budgeting; planning. The activity of predicting and controlling the spending of money. Budgeting consists of a periodic negotiation cycle to set future budgets (usually annual) and the day-to-day monitoring and adjusting of current budgets. (ITIL Service Transition) The activity of assembling a number of configuration items to create part of an IT service. The term is also used to refer to a release that is authorized for distribution for example, server build or laptop build. See also configuration baseline. (ITIL Service Transition) A controlled environment where applications, IT services and other builds are assembled prior to being moved into a test or live environment. (ITIL Service Strategy) An overall corporate entity or organization formed of a number of business units. In the context of ITSM, the term includes public sector and not-for-profit organizations, as well as companies. An IT service provider provides IT services to a customer within a business. The IT service provider may be part of the same business as its customer (internal service provider), or part of another business (external service provider). (ITIL Continual Service Improvement) (ITIL Service Design) In the context of ITSM, business capacity management is the sub-process of capacity management responsible for understanding future business requirements for use in the capacity plan. See also service capacity management; component capacity management. 8

34 business case (ITIL Service Strategy) Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems. See also cost benefit analysis. business continuity management (BCM) business continuity plan (BCP) business customer business impact analysis (BIA) business objective business operations business perspective (ITIL Service Design) The business process responsible for managing risks that could seriously affect the business. Business continuity management safeguards the interests of key stakeholders, reputation, brand and value-creating activities. The process involves reducing risks to an acceptable level and planning for the recovery of business processes should a disruption to the business occur. Business continuity management sets the objectives, scope and requirements for IT service continuity management. (ITIL Service Design) A plan defining the steps required to restore business processes following a disruption. The plan also identifies the triggers for invocation, people to be involved, communications etc. IT service continuity plans form a significant part of business continuity plans. (ITIL Service Strategy) A recipient of a product or a service from the business. For example, if the business is a car manufacturer, then the business customer is someone who buys a car. (ITIL Service Strategy) Business impact analysis is the activity in business continuity management that identifies vital business functions and their dependencies. These dependencies may include suppliers, people, other business processes, IT services etc. Business impact analysis defines the recovery requirements for IT services. These requirements include recovery time objectives, recovery point objectives and minimum service level targets for each IT service. (ITIL Service Strategy) The objective of a business process, or of the business as a whole. Business objectives support the business vision, provide guidance for the IT strategy, and are often supported by IT services. (ITIL Service Strategy) The day-to-day execution, monitoring and management of business processes. (ITIL Continual Service Improvement) An understanding of the service provider and IT services from the point of view of the business, and an understanding of the business from the point of view of the service provider. 9