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. Technical - people






2. Continue to seek improvements in value of services






3. Viewed by the business






4. Needed for comparison - gauge of progress






5. Set of activities that create value for stakeholder






6. Return to normal service as quickly as possible






7. Handled as Normal - standard - or Emergency






8. Collection of components required to implement new or changed services.






9. Model and plan services - ask why before asking how






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






11. CI records/attributes; single definitive source






12. Delivery of quality - cost effective services that meet the business' current and future functional and quality requirements.






13. Secure authorized and validated masters of media






14. Assignment of responsibilities during a process






15. Analyze patterns of business activities that occur






16. Vital for understanding service dependencies and relationships to overall service knowledge.






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






18. Fair value for a service






19. Invoke process activities






20. Single integrated source of info about your services. Includes costs and pricing - packages - risks - value proposition






21. Begins when problem found - find a root cause and eliminate incidents






22. Using a variety of KPIs






23. Provides capabilities and resources to manage IT Infrastructure.






24. It shared by all business units






25. Data sources - DML and tools.






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






27. Consists of process control - the process - and process enablers






28. Service Knowledge Management System.






29. Operational Services available to the business






30. Functionality - quality - right cost - on time






31. Performs the detective work to get to the root cause of incidents






32. Creators of ITIL






33. Data - Information - Knowledge - Wisdom






34. Shows there are many elements of a process






35. Review with customer about targets






36. Meet or exceed agreed availability targets.






37. Reliability - maintainability - and serviceability






38. Needed for process activities to continue






39. Superior performance vs alternatives. Implement IT Service management as strategic asset. Think and act strategically. Remember customers have preferences influenced by perceptions. Adopt a marketing mindset






40. Single point of contact which is customer focused and owns communication with end user






41. Compliance - quality - performance and value






42. Continual Service Improvement






43. Legally binding agreement between 2 or more parties






44. Efficient service delivery; strategic objectives realized






45. Assigned to identities to grant access






46. Bundles of assets that deliver goods and services to business customers






47. Holistic to ensure consistency and integration.






48. Am I uniquely identifiable and authorized?






49. Direct inputs to production of services






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