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






2. Substitutes - regulators - customers






3. Activities to turn input to output






4. Creators of ITIL






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






6. The service portfolio






7. Key aspect is linkage of business impact to business objectives






8. Accountable for service - works to identify and prioritize service improvements






9. Financial quantification of value of services - assets - and operation forecassting






10. Lifecycle of activities that never stops






11. Cost justified in a timely manner






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






13. Plan - Design - improve






14. Design of new and changed services; cost effective - efficient - high quality






15. Invoke process activities






16. Configuration Management System






17. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.






18. Service Knowledge Management System.






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






20. Technical - people






21. Use of proper and consistent accounting methods






22. Analyze patterns of business activities that occur






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






24. Return to normal service as quickly as possible






25. Data - Information - Knowledge - Wisdom






26. Understand how differences generate demand






27. Technology - service - process






28. Essential for understanding risk and impact of suppliers and contracts.






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






30. Competition - compliance - commitment






31. Fair value for a service






32. Functionality - quality - right cost - on time






33. Data sources - DML and tools.






34. Countermeasures - monitoring






35. Change Advisory Board






36. They are synchronous






37. Known Error Database






38. Grants authorized user rights for service access






39. Ability to perform agreed function when required






40. People - Process - Products - Partners

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41. Provides resources and capabilities to manage application lifecycle.






42. Reliability - maintainability - and serviceability






43. Provide pre-defined steps for handling service requests.






44. Business Impact Analysis






45. Associated with service and process metrics






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






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






48. Internal - shared - external






49. Configuration Item






50. ITIL Core - ITIL complementary guideline