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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. Design of new and changed services; cost effective - efficient - high quality
Service Automation
Technical Service Catalog
Service Design
Value

2. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements
Business Value
shared provider
5 Aspects of Service Design
User profiles

3. Service Knowledge Management System.
SKMS
KPIs
Risk
5 Aspects of Service Design

4. Essential for understanding risk and impact of suppliers and contracts.
Generic process model
Security framework and ISMS
KPI Categories
Supplier Categorization

5. Model and plan services - ask why before asking how
Service Strategy
metric
Reactive
SKMS

6. Data - Information - Knowledge - Wisdom
Sources
Activities and Relationships
DIKW
IT Service Continuity Management

7. Bundles of assets that deliver goods and services to business customers
SKMS
Service valuation
business unit
ISMS

8. Local - Centralized - Virual - Follow-the-sun.
DML
Service Desk Structures
Service Automation
BIA

9. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
UK OGC
Access Management
Service Improvement Plan
CSI Model

10. Match evolving demands of capacity and performance.
BIA
5 Aspects of Service Design
Service Strategy
Capacity Management

11. Provides resources and capabilities to manage application lifecycle.
Risk Management
Application Management
service provider types
CAB

12. Transition new and changed services into operations efficiently and effectively.
triggers
CSI
Business Value
Service Improvement Plan

13. Vital for understanding service dependencies and relationships to overall service knowledge.
Process
Supplier Contract DB (SCD)
Service lifecycle
Differential Charging

14. Countermeasures - monitoring
functions
capabilities
Availability Management
Risk Management

15. Design new or significantly changed services that meet the needs of the business.
Service Asset and Configuration Management
Business Value
Objectives of Release and Development
service management

16. Single integrated source of info about your services. Includes costs and pricing - packages - risks - value proposition
Service portfolio
Value to the business
Service units
Supplier Contract DB (SCD)

17. Technology - service - process
three metric types
ECAB
service metrics
Service Catalog Management

18. Plan - Design - improve
Shared processes
Enablers
Goal of Processes
Proactive

19. Produce and maintain a service catalog to include operational and in-transition services - ensure accurate details - define using a hierarchy of customer/support services
SLA Management
Operation Level Agreement
Service Catalog Management
Activities and Relationships

20. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
Supplier Contract DB (SCD)
functions
Service pipeline
Supplier

21. CI records/attributes; single definitive source
Goals and objectives through services
UK OGC
CMDB
Business Service Catalog

22. Drives supplier management activities
Information Security Management
Services
Supplier Policy and Strategy
Activities in Service Assets & Config. Management

23. Pre-defined - agreed steps to handle a particular type of problem.
Problem Model
service management
Multi-Level SLA
Good practices

24. Business Impact Analysis
Enablers
Supplier
Service Operation
BIA

25. Embedded in a business unit
resources
Drivers
Capacity Management 3 Sub-Processes
internal service provider

26. Outcomes that must happen to achieve success; maps to goals
CSFs
CI
Information Security Management
Service Catalog

27. Configuration Management System
ECAB
Reactive Problem management
Business Service Catalog
CMS

28. Allocate costs to services using defined cost types and classifications
Event Management
generic process model
Rights
Accounting

29. Understand - anticipate - and influence demand for services
Service Operation
ISMS
Service Design Package
Demand Management

30. Changes to service portfolio or to services; project proposals - operational - user access.
Process
Directory Services
Types of requests
Reactive activities

31. Requirements for process to operate
RACI Model
Directory Services
process enablers
IT Operations Management

32. Align IT Services and mplement improvements that support business processes
CSI Defined
Service Review
business unit
CMDB

33. Lifecycle of activities that never stops
Reactive activities
Service portfolio
ITSCM
Baselines

34. Essential to governance
Service Improvement Plan
Security framework and ISMS
Services
IT Operations Management

35. Needed for process activities to continue
inputs
Types of requests
Security framework and ISMS
Service Improvement Plan

36. Key assets - threats - vulnerability - impact
CSI Defined
Risk Analysis
Service Desk Structures
Service units

37. External 3rd party of good and services required to deliver IT services
CSI Model
Service units
Financial management
Supplier

38. Accountable for service - works to identify and prioritize service improvements
DML
Information Security Management
Event Management
Service Owner

39. Return to normal service as quickly as possible
Value
Goal of Service Desk
Service portfolio
service value

40. Operational Services available to the business
Service Catalog
resources
Business Case
CSI

41. Improve performance of service assets and utility & warranty of services
Compliance
CSI Model
Service Automation
Shared processes

42. Meet or exceed agreed availability targets.
Availability Management
Rights
Service Review
KPIs

43. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
SLA Management
technology metrics
shared provider
Service Management Systems and Tools

44. People - Process - Products - Partners

45. Outsourced 3rd party
Capacity Management Resources
Compliance
external provider
Service Desk

46. Ensures process is efficient - effective - consistent
resources
Demand and delivery
process control
Service Catalog

47. Employees - customers - vendors - suppliers - advisors - technology
CSI
service provider types
Business Service Catalog
Enablers

48. Reliability - maintainability - and serviceability
Supplier Management
Availability Determined by
Change Requests
Multi-Level SLA

49. Plan - Do - Check - Act; quality improvement
Deming Cycle
Accounting
service value
Availability Determined by

50. Services being proposed - developed or changed
Service pipeline
KPIs
service value
ECAB

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ITIL Vocab

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