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Test your basic knowledge |
ITIL Vocab
Start Test
Study First
Subjects
:
certifications
,
itil
,
it-skills
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.
SKMS
Service Groups
external provider
Information Security Policy
2. Employees - customers - vendors - suppliers - advisors - technology
Service Design
Enablers
Supplier Contract DB (SCD)
ITIL
3. Meet or exceed agreed availability targets.
Availability Management
Service Catalog Management
Technical management
Goal of Processes
4. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
Technical management
metric
4 Characteristics of processes
Service Asset and Configuration Management
5. Can overcome lack of alignment and feedback
Access Management
Problem Model
Two Availability Types
Shared processes
6. Manage Identities and rights efficiently
Supplier Policy and Strategy
Availability
generic process model
Service Groups
7. Continual Service Improvement
CAB
CSI
Capacity Plan
Business Value
8. Continue to seek improvements in value of services
service value
Release and Deployment Goal
Continual Service Improvement
Service Operation
9. Record - Review - Assess - Authorize - Plan - Coordinate - Review and Close.
Proactive Problem management
Service Asset and Configuration Management
Release
Activities in Change Management
10. Understand how differences generate demand
Financial planning
User profiles
Service Transition
CSI Defined
11. Needed for comparison - gauge of progress
Supplier Categorization
Service Design Package
Baselines
Information Security Management
12. Internal - shared - external
service management
Release Design Options
Service Management Systems and Tools
service provider types
13. Outcomes that must happen to achieve success; maps to goals
CSFs
Proactive
internal service provider
Service Owner
14. Deploy into production - deliver value - ensure effective use of services - handover to service operations.
Release and Deployment Goal
DIKW
Capacity Management Resources
Contract
15. Legally binding agreement between 2 or more parties
Information Security Policy
Contract
Service Transition
Supplier Policy and Strategy
16. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)
Capacity Management 3 Sub-Processes
Activity Based Demand Management
Security framework and ISMS
Service Strategy
17. Between IT service provider and another part of the same organization
DIKW
Reactive
technology metrics
Operation Level Agreement
18. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
IT Service Continuity Management
Release and Deployment Goal
Technical Service Catalog
Activities in Change Management
19. Data - Information - Knowledge - Wisdom
Activities in Service Assets & Config. Management
DIKW
service metrics
business unit
20. Competition - compliance - commitment
Service Desk Structures
Information Security Management
Scenarios
Goal of Processes
21. Corporate (generic) - customer (particular business unit) - and service (all specific issues)
three metric types
Governance
Multi-Level SLA
Demand Management
22. People - Process - Products - Partners
23. External 3rd party of good and services required to deliver IT services
Service valuation
Supplier
Good Capacity management
Service Solution
24. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
KPI Categories
SLA Management
Services are about
Four P's
25. Direct inputs to production of services
PBA
Request Models
resources
Capacity Management
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
Service Catalog Management
Capacity Management
Service Solution
CSI Uses
27. The service portfolio
Financial management
Service Management Systems and Tools
DIKW
process body
28. Design new or significantly changed services that meet the needs of the business.
Incident Management Activities
Business Value
CMS
CSI
29. Services being proposed - developed or changed
Service pipeline
Supplier Management
Activities in Service Assets & Config. Management
IT Operations Management
30. Analyze patterns of business activities that occur
Release Design Options
Activity Based Demand Management
Access Management
PBA
31. Reliability - maintainability - and serviceability
Service Catalog
Security framework and ISMS
Capacity Management 3 Sub-Processes
Availability Determined by
32. Standards - industry practices - academic research - training and education - and internal experience
DIKW
RACI Model
Sources
Service Automation
33. Plan - do - check - act to control and manage quality
Service Catalog
Identity
Incident Management Activities
CSI Uses
34. Functionality - quality - right cost - on time
Accounting
Baselines
Service Solution
Service Management Systems and Tools
35. Plan - Design - improve
Types of requests
Multi-Level SLA
Financial planning
Proactive
36. Technical - people
Enablers
Capacity Management Resources
resources
Service Asset and Configuration Management
37. Align IT Services and mplement improvements that support business processes
Service lifecycle
CSI Defined
resources
Change Models
38. Essential to governance
Availability
Security framework and ISMS
IT Operations Management
Types of requests
39. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
Service Review
Objectives of Release and Development
Operation Level Agreement
Goal of Service Desk
40. Manages suppliers to support IT Targets. Ensures maximum value is obtained.
Contract
Supplier Management
Service valuation
Capacity Management
41. Lifecycle of activities that never stops
Types of requests
ITSCM
Service pipeline
DIKW
42. Assigned to identities to grant access
Drivers
Service Design Package
Rights
Service valuation
43. Local - Centralized - Virual - Follow-the-sun.
Service Desk Structures
service metrics
Business Value Approach
business unit
44. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements
5 Aspects of Service Design
Demand and delivery
DIKW
Change Management
45. Configuration Item
Governance
Rights
CI
technology metrics
46. Technology - service - process
Security framework and ISMS
three metric types
RACI Model
Problem Model
47. Creators of ITIL
UK OGC
User profiles
Information Security Management
Service portfolio
48. Data sources - DML and tools.
Activities in Change Management
Financial planning
CMS
Services are about
49. Activities to turn input to output
Two Availability Types
Service Asset and Configuration Management
Business Service Catalog
process body
50. Cost justified in a timely manner
PBA
Deming Cycle
Business Value
Good Capacity management