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ITIL Vocab

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. Needed for comparison - gauge of progress
Demand Management
Baselines
service metrics
outputs

2. Measure - monitor - report - investigate
IT Operations Management
CMDB
Reactive
Incident Management Activities

3. Assigned to identities to grant access
Service Automation
Rights
Enablers
Security framework and ISMS

4. Begins when problem found - find a root cause and eliminate incidents
CI
inputs
Four P's
Reactive Problem management

5. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
Activities in Change Management
Proactive
IT Service Continuity Management
Service Design Package

6. Lifecycle of activities that never stops
Service Transition
ITSCM
resources
Service Desk Structures

7. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)
CMS
Business Case
Rights
Capacity Management 3 Sub-Processes

8. Assignment of responsibilities during a process
roles
Risk
Directory Services
Good Capacity management

9. Info Security management System
Scenarios
ISMS
CMS
IT Operations Management

10. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
CSI Model
IT Operations Management
CMS
Service Catalog Management

11. Forecast and manage resources required for capacity
Capacity Plan
KPIs
Identity
PBA

12. Outcomes
Goal of Service Desk
Reactive
IT Service Continuity Management
Services are about

13. Service providers ability to coordinate - control - and deployed resources to produce value
Service pipeline
IT Operations Management
capabilities
Two Availability Types

14. Service Knowledge Management System.
CAB
Service pipeline
Availability Management
SKMS

15. Fair value for a service
Service valuation
Identity
Service Catalog
Release

16. Business Impact Analysis
Business Case
BIA
resources
Application Management

17. Match evolving demands of capacity and performance.
KEDB
Application Management
Goal of Service Desk
Capacity Management

18. Cost justified in a timely manner
process control
Good Capacity management
Capacity Management Resources
roles

19. Align IT Services and mplement improvements that support business processes
Request Models
Enablers
CSI Defined
Access Management

20. The service portfolio
Service Desk Structures
Business Case
Reactive
Service Management Systems and Tools

21. Invoke process activities
Application Management
Capacity Management 3 Sub-Processes
Release Design Options
triggers

22. Using a variety of KPIs
Capacity Management 3 Sub-Processes
Business Value Approach
Balance View
Capacity Management

23. Single point of contact which is customer focused and owns communication with end user
Demand Management
Operation Level Agreement
Service Desk
Change Management

24. Continual Service Improvement
CSI
Scenarios
Service Catalog
Service Catalog Management

25. Am I uniquely identifiable and authorized?
Activities in Change Management
Service lifecycle
Identity
CSI

26. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed
Goal of Processes
shared provider
Service Review
RACI Model

27. Accountable for service - works to identify and prioritize service improvements
CMS
Incident Management Activities
service metrics
Service Owner

28. Combination of utility and warranty
Continual Service Improvement
service value
Activities and Relationships
Reactive

29. Handled as Normal - standard - or Emergency
Service valuation
Change Requests
Capacity Management
ECAB

30. Provide summary report of achievements and shows where to be improved
Types of requests
internal service provider
SLAM Chart
ITIL

31. Legally binding agreement between 2 or more parties
Contract
Multi-Level SLA
Service units
Accounting

32. Employees - customers - vendors - suppliers - advisors - technology
Enablers
Change Management
Directory Services
Service pipeline

33. Data - Information - Knowledge - Wisdom
KEDB
Supplier Contract DB (SCD)
Release and Deployment Goal
DIKW

34. Security management activities are driven by this.
Service Desk Structures
CSI Defined
metric
Information Security Policy

35. Uncertainty of outcome; positive or negative
Service units
Risk
Baselines
Service Strategy

36. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Activity Based Demand Management
Reactive activities
Multi-Level SLA
Two Availability Types

37. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.
Four P's
Information Security Management
KPI Categories
Information Security Policy

38. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
CMS
Objectives of Release and Development
Reactive
Capacity Management Resources

39. Improve performance of service assets and utility & warranty of services
ITSCM
Risk Analysis
Service valuation
Service Automation

40. Grants authorized user rights for service access
Security framework and ISMS
Access Management
Activities and Relationships
Risk Analysis

41. Secure authorized and validated masters of media
DML
Problem Model
Service Solution
Service Groups

42. Plan - Design - improve
ITSCM
Goal of Service Desk
Proactive
service metrics

43. Shows there are many elements of a process
Scenarios
Service Transition
generic process model
shared provider

44. Defined by context of business outcomes
Change Requests
Process
Capacity Management 3 Sub-Processes
Value

45. Essential for understanding risk and impact of suppliers and contracts.
Supplier Categorization
Risk
capabilities
Demand Management

46. Consists of process control - the process - and process enablers
Generic process model
Primary Components of ITIL Library
Risk Analysis
Contract

47. Can overcome lack of alignment and feedback
Activities in Change Management
Shared processes
Balance View
Services

48. Competition - compliance - commitment
Financial management
Compliance
Scenarios
Services are about

49. 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
Good Capacity management
Goals and objectives through services
Service Design
CSI Defined

50. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
metric
Business Value
technology metrics
Service Improvement Plan