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ITIL Vocab

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. Consists of process control - the process - and process enablers
Generic process model
Service Owner
Service Design Package
Technical Service Catalog

2. Design new or significantly changed services that meet the needs of the business.
Availability Determined by
SLA Management
Accounting
Business Value

3. Enable use of pre-defined methods and allow automation of process workflow.
ITIL
Directory Services
inputs
Change Models

4. Combination of utility and warranty
CSI Uses
capabilities
CSI
service value

5. Business Impact Analysis
BIA
CMDB
Objectives of Release and Development
Risk Analysis

6. Data sources - DML and tools.
ITSCM
Financial management
CMS
external provider

7. Effective - not perfect
RACI Model
Availability
Goal of Processes
Business Value

8. 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
Risk Management
CMDB
service management
Goals and objectives through services

9. Competition - compliance - commitment
Scenarios
CMS
CAB
DML

10. Change Advisory Board
CAB
Activities in Service Assets & Config. Management
Supplier Policy and Strategy
three metric types

11. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)
Capacity Management 3 Sub-Processes
Enablers
Service Based SLA
Release Design Options

12. Compliance - quality - performance and value
Two Availability Types
KPI Categories
Service Improvement Plan
Service lifecycle

13. Creators of ITIL
IT Operations Management
UK OGC
Event Management
Business Value Approach

14. Higher price during peak usage
Two Availability Types
Activities and Relationships
Activities in Change Management
Differential Charging

15. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
Technical Service Catalog
Change Management
DIKW
Technical management

16. IT Control and facilities management
Service Based SLA
IT Operations Management
Drivers
ISMS

17. Reliability - maintainability - and serviceability
Process
outputs
Incident Management Activities
Availability Determined by

18. Produce and maintain a service catalog to include operational and in-transition services - ensure accurate details - define using a hierarchy of customer/support services
CSI Uses
Goals and objectives through services
Service Catalog Management
Demand and delivery

19. Secure authorized and validated masters of media
Service Review
DML
Service Solution
shared provider

20. Local - Centralized - Virual - Follow-the-sun.
SLAM Chart
Problem Management
KPIs
Service Desk Structures

21. The service portfolio
Service Management Systems and Tools
Service Desk
Drivers
business unit

22. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed
Incident Model
roles
Change Requests
RACI Model

23. Record - Review - Assess - Authorize - Plan - Coordinate - Review and Close.
Reactive activities
Activities in Change Management
Good Capacity management
Reactive

24. Continue to seek improvements in value of services
Generic process model
Release and Deployment Goal
Deming Cycle
Continual Service Improvement

25. Using a variety of KPIs
Capacity Management
Balance View
IT Service Continuity Management
SKMS

26. Plan - Do - Check - Act; quality improvement
Business Value
KEDB
process enablers
Deming Cycle

27. Outcomes
Proactive
Services are about
ECAB
Release

28. Configuration Item
Capacity Management Resources
Change Models
CI
Reactive Problem management

29. Info Security management System
Service Improvement Plan
CSFs
Problem Model
ISMS

30. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
Financial planning
Services
Service Groups
Good practices

31. Assignment of responsibilities during a process
CSI
Service Improvement Plan
Service Desk Structures
roles

32. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
SLAM Chart
CSI Model
Security framework and ISMS
Continual Service Improvement

33. Detect events - make sense of them - and determine action
three metric types
Event Management
CSI Uses
Technical management

34. Am I uniquely identifiable and authorized?
CAB
Identity
Operation Level Agreement
Goals and objectives through services

35. Collection of components required to implement new or changed services.
KPI Categories
Event Management
inputs
Release

36. Corporate (generic) - customer (particular business unit) - and service (all specific issues)
Service Based SLA
Multi-Level SLA
SLAM Chart
Process

37. Technology - service - process
Service Improvement Plan
three metric types
process body
BIA

38. Uncertainty of outcome; positive or negative
Change Models
Risk
service value
Service Design

39. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Financial management
Reactive activities
Types of requests
business unit

40. Operational Services available to the business
Differential Charging
Service Catalog
KPIs
Goal of Processes

41. Emergency Change Advisory Board
Security framework and ISMS
Generic process model
Service Desk Structures
ECAB

42. Associated with service and process metrics
CSFs
technology metrics
Service Management Systems and Tools
SLA Management

43. Begins when problem found - find a root cause and eliminate incidents
Service Asset and Configuration Management
Business Value
Information Security Policy
Reactive Problem management

44. Forecast and manage resources required for capacity
Capacity Plan
Service Operation
BIA
Objectives of Release and Development

45. Manages suppliers to support IT Targets. Ensures maximum value is obtained.
Supplier Management
Service Owner
Availability
Technical management

46. Allocate costs to services using defined cost types and classifications
Service Automation
capabilities
Event Management
Accounting

47. Requirements for process to operate
internal service provider
process enablers
Financial management
CSI Model

48. Come from business or customer
KPIs
Service Based SLA
Compliance
Services

49. Key assets - threats - vulnerability - impact
IT Service Continuity Management
Drivers
Two Availability Types
Risk Analysis

50. People - Process - Products - Partners

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ITIL Vocab

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