Test your basic knowledge |

ITIL Vocab

Instructions:
  • Answer 50 questions in 15 minutes.
  • If you are not ready to take this test, you can study here.
  • Match each statement with the correct term.
  • Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. Service Knowledge Management System.






2. Employees - customers - vendors - suppliers - advisors - technology






3. Meet or exceed agreed availability targets.






4. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state






5. Can overcome lack of alignment and feedback






6. Manage Identities and rights efficiently






7. Continual Service Improvement






8. Continue to seek improvements in value of services






9. Record - Review - Assess - Authorize - Plan - Coordinate - Review and Close.






10. Understand how differences generate demand






11. Needed for comparison - gauge of progress






12. Internal - shared - external






13. Outcomes that must happen to achieve success; maps to goals






14. Deploy into production - deliver value - ensure effective use of services - handover to service operations.






15. Legally binding agreement between 2 or more parties






16. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)






17. Between IT service provider and another part of the same organization






18. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales






19. Data - Information - Knowledge - Wisdom






20. Competition - compliance - commitment






21. Corporate (generic) - customer (particular business unit) - and service (all specific issues)






22. People - Process - Products - Partners


23. External 3rd party of good and services required to deliver IT services






24. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.






25. Direct inputs to production of services






26. Produce and maintain a service catalog to include operational and in-transition services - ensure accurate details - define using a hierarchy of customer/support services






27. The service portfolio






28. Design new or significantly changed services that meet the needs of the business.






29. Services being proposed - developed or changed






30. Analyze patterns of business activities that occur






31. Reliability - maintainability - and serviceability






32. Standards - industry practices - academic research - training and education - and internal experience






33. Plan - do - check - act to control and manage quality






34. Functionality - quality - right cost - on time






35. Plan - Design - improve






36. Technical - people






37. Align IT Services and mplement improvements that support business processes






38. Essential to governance






39. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.






40. Manages suppliers to support IT Targets. Ensures maximum value is obtained.






41. Lifecycle of activities that never stops






42. Assigned to identities to grant access






43. Local - Centralized - Virual - Follow-the-sun.






44. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements






45. Configuration Item






46. Technology - service - process






47. Creators of ITIL






48. Data sources - DML and tools.






49. Activities to turn input to output






50. Cost justified in a timely manner