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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.
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
internal service provider
Application Management
Service pipeline
Sources

2. Substitutes - regulators - customers
Risk Analysis
Drivers
service value
Financial planning

3. Activities to turn input to output
4 Characteristics of processes
Reactive activities
process body
Process

4. Creators of ITIL
Compliance
UK OGC
Reactive
Service units

5. Vital for understanding service dependencies and relationships to overall service knowledge.
Service Desk
Supplier Contract DB (SCD)
IT Operations Management
Capacity Management

6. The service portfolio
shared provider
Incident Management Activities
Rights
Service Management Systems and Tools

7. Key aspect is linkage of business impact to business objectives
Business Case
Supplier Categorization
Contract
Accounting

8. Accountable for service - works to identify and prioritize service improvements
Service Operation
Service Owner
Business Value
DML

9. Financial quantification of value of services - assets - and operation forecassting
Financial management
ISMS
Capacity Management 3 Sub-Processes
Supplier Management

10. Lifecycle of activities that never stops
Release Design Options
Risk Management
ITSCM
service provider types

11. Cost justified in a timely manner
Directory Services
outputs
Service Transition
Good Capacity management

12. Local - Centralized - Virual - Follow-the-sun.
Scenarios
IT Operations Management
outputs
Service Desk Structures

13. Plan - Design - improve
Proactive
CSI Uses
shared provider
Good practices

14. Design of new and changed services; cost effective - efficient - high quality
Service portfolio
Service Design
service metrics
Four P's

15. Invoke process activities
triggers
shared provider
KPIs
Service lifecycle

16. Configuration Management System
Primary Components of ITIL Library
Service Solution
shared provider
CMS

17. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
Problem Management
Change Management
CSI Defined
Goals and objectives through services

18. Service Knowledge Management System.
Service Transition
Change Requests
SKMS
Drivers

19. Collection of components required to implement new or changed services.
Release
Availability Determined by
Proactive Problem management
inputs

20. Technical - people
Service Solution
Capacity Management Resources
User profiles
4 Characteristics of processes

21. Use of proper and consistent accounting methods
CI
Risk
Compliance
process enablers

22. Analyze patterns of business activities that occur
process enablers
Service Automation
Activities in Service Assets & Config. Management
Activity Based Demand Management

23. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
Risk Analysis
metric
Governance
Deming Cycle

24. Return to normal service as quickly as possible
Accounting
generic process model
Availability Management
Goal of Service Desk

25. Data - Information - Knowledge - Wisdom
Service lifecycle
external provider
Reactive
DIKW

26. Understand how differences generate demand
three metric types
User profiles
Incident Model
Release

27. Technology - service - process
external provider
three metric types
Service Strategy
ITIL

28. Essential for understanding risk and impact of suppliers and contracts.
Types of requests
Service pipeline
Supplier Categorization
Request Models

29. Bundles of assets that deliver goods and services to business customers
Governance
Service Asset and Configuration Management
Event Management
business unit

30. Competition - compliance - commitment
Scenarios
Demand and delivery
Supplier Policy and Strategy
Information Security Management

31. Fair value for a service
Service Design
Service valuation
inputs
Accounting

32. Functionality - quality - right cost - on time
Service Solution
Service Asset and Configuration Management
Activities in Service Assets & Config. Management
Sources

33. Data sources - DML and tools.
CMS
business unit
Generic process model
Value

34. Countermeasures - monitoring
CSI
Risk Management
Service units
Service Improvement Plan

35. Change Advisory Board
CAB
Service valuation
Service Groups
Service Review

36. They are synchronous
Operation Level Agreement
Technical management
Demand and delivery
Service Design

37. Known Error Database
Compliance
KEDB
Service Strategy
shared provider

38. Grants authorized user rights for service access
ISMS
triggers
Access Management
Good practices

39. Ability to perform agreed function when required
Operation Level Agreement
Risk
CMS
Availability

40. People - Process - Products - Partners

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41. Provides resources and capabilities to manage application lifecycle.
Service pipeline
Request Models
Application Management
Service valuation

42. Reliability - maintainability - and serviceability
Request Models
Availability Determined by
internal service provider
Service Design

43. Provide pre-defined steps for handling service requests.
Request Models
inputs
Capacity Management
Good practices

44. Business Impact Analysis
CI
CSFs
functions
BIA

45. Associated with service and process metrics
Business Value Approach
Business Service Catalog
Availability Determined by
technology metrics

46. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
Service Catalog Management
roles
Change Models
Objectives of Release and Development

47. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
IT Service Continuity Management
CSI Model
Request Models
Reactive Problem management

48. Internal - shared - external
Availability Management
Service Asset and Configuration Management
internal service provider
service provider types

49. Configuration Item
Access Management
Service Automation
CI
inputs

50. ITIL Core - ITIL complementary guideline
Availability Management
Primary Components of ITIL Library
Scenarios
BIA