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. Assigned to identities to grant access






2. Continual Service Improvement






3. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.






4. Pre-defined - agreed steps to handle a particular type of problem.






5. Performs the detective work to get to the root cause of incidents






6. Begins when problem found - find a root cause and eliminate incidents






7. Legally binding agreement between 2 or more parties






8. 5 stages in the life of a service






9. Measurable - specific results - stakeholder - responds to specific trigger






10. Grants authorized user rights for service access






11. Drives supplier management activities






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






13. Pre-defined steps for handling a particular type of incident.






14. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future






15. CI records/attributes; single definitive source






16. Needed for comparison - gauge of progress






17. Record - Review - Assess - Authorize - Plan - Coordinate - Review and Close.






18. Pattern of Business Activity






19. Internal - shared - external






20. Info Security management System






21. Effective - not perfect






22. Provides capabilities and resources to manage IT Infrastructure.






23. Service level needs info from other levels to be able to make agreements with customers.






24. The service portfolio






25. Defined by context of business outcomes






26. Essential to governance






27. Design new or significantly changed services that meet the needs of the business.






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






29. Security management activities are driven by this.






30. Activities to turn input to output






31. Forecast and manage resources required for capacity






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






33. Manage Identities and rights efficiently






34. Planning - Identification - Cotnrol - Status Reporting - Verification and Audit.






35. Ensure proper funding which is driven by strategy - capacity - and anticipated demand






36. Model and plan services - ask why before asking how






37. They are synchronous






38. Countermeasures - monitoring






39. Review with customer about targets






40. Used to actively manage and report; types are qualitative and quantitative






41. Provide summary report of achievements and shows where to be improved






42. Specialized org capabilities; functions and processes - professional practice






43. Make designs into reality; transition to operation environment; control risk and service disruption






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






45. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review






46. Using a variety of KPIs






47. Technical - people






48. Detect events - make sense of them - and determine action






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






50. Analyze patterns of business activities that occur