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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. Collection of components required to implement new or changed services.
Enablers
Release
service management
Two Availability Types

2. 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
Operation Level Agreement
CSI
Goals and objectives through services
Supplier Categorization

3. Lifecycle of activities that never stops
Event Management
CSI Model
ITIL
ITSCM

4. Specialized org capabilities; functions and processes - professional practice
Continual Service Improvement
CSI
service management
Business Case

5. Reliability - maintainability - and serviceability
Availability Determined by
process control
generic process model
Capacity Management 3 Sub-Processes

6. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Goals and objectives through services
5 Aspects of Service Design
Capacity Management 3 Sub-Processes
Reactive activities

7. Internal - shared - external
three metric types
service provider types
Process
Business Service Catalog

8. Key assets - threats - vulnerability - impact
process enablers
Service Asset and Configuration Management
Risk Analysis
Access Management

9. Essential for understanding risk and impact of suppliers and contracts.
Service Automation
Supplier Categorization
Release Design Options
Business Value

10. Using a variety of KPIs
Good practices
Balance View
Service Desk Structures
Continual Service Improvement

11. Substitutes - regulators - customers
IT Operations Management
Drivers
Contract
Release Design Options

12. Provide pre-defined steps for handling service requests.
Generic process model
Services are about
Service Transition
Request Models

13. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
service management
Activities and Relationships
Technical management
Change Management

14. Match evolving demands of capacity and performance.
Service Operation
Service Strategy
Capacity Management
Service Improvement Plan

15. Technology to keep rights sorted out.
Directory Services
BIA
outputs
shared provider

16. Employees - customers - vendors - suppliers - advisors - technology
Business Service Catalog
Capacity Management Resources
Technical management
Enablers

17. Competition - compliance - commitment
Value
Service Automation
Balance View
Scenarios

18. Record - Review - Assess - Authorize - Plan - Coordinate - Review and Close.
Service Transition
resources
Activities in Change Management
Service Catalog

19. Configuration Management System
Proactive Problem management
Directory Services
CMS
Service Review

20. Transition new and changed services into operations efficiently and effectively.
CMS
Request Models
Business Value
BIA

21. Deliver value to customers and enable their business outcomes
process control
Availability
Service Owner
Services

22. Clearly identified - different from input
Service Strategy
Change Management
outputs
Proactive

23. Standards - industry practices - academic research - training and education - and internal experience
Sources
Supplier Contract DB (SCD)
Event Management
Service Management Systems and Tools

24. Key aspect is linkage of business impact to business objectives
Scenarios
Good Capacity management
Business Service Catalog
Business Case

25. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
metric
Service Desk Structures
Service valuation
Shared processes

26. Set of activities that create value for stakeholder
Supplier
Process
Problem Model
Scenarios

27. Deploy into production - deliver value - ensure effective use of services - handover to service operations.
Compliance
Service Groups
Release and Deployment Goal
DIKW

28. CI records/attributes; single definitive source
CMDB
CSI Defined
Capacity Management
Service Desk Structures

29. Viewed by the business
Differential Charging
Primary Components of ITIL Library
Service Improvement Plan
Business Service Catalog

30. Invoke process activities
triggers
external provider
CSFs
Service Owner

31. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements
User profiles
Demand Management
Value to the business
5 Aspects of Service Design

32. Legally binding agreement between 2 or more parties
process enablers
Access Management
Contract
Accounting

33. Holistic to ensure consistency and integration.
Business Value Approach
Capacity Management
Technical Service Catalog
Technical management

34. Provide summary report of achievements and shows where to be improved
service management
Event Management
Four P's
SLAM Chart

35. They are synchronous
Governance
Supplier Contract DB (SCD)
Demand and delivery
KEDB

36. Continue to seek improvements in value of services
Supplier Categorization
Service Automation
Continual Service Improvement
CSI

37. Bundles of service assets that deliver value to business
User profiles
Goals and objectives through services
Risk Analysis
Service units

38. Data sources - DML and tools.
Availability Determined by
Service Review
CMS
Service pipeline

39. Analyze patterns of business activities that occur
Activity Based Demand Management
IT Service Continuity Management
Service Review
Event Management

40. Service level needs info from other levels to be able to make agreements with customers.
SKMS
CSI Model
Scenarios
Activities and Relationships

41. Countermeasures - monitoring
IT Service Continuity Management
Primary Components of ITIL Library
Proactive
Risk Management

42. Improve performance of service assets and utility & warranty of services
Technical management
Service Automation
Service Operation
Directory Services

43. Service Knowledge Management System.
SKMS
CMS
Release
Service Review

44. Come from business or customer
Change Management
Event Management
Service portfolio
Service Based SLA

45. Ensures process is efficient - effective - consistent
Reactive Problem management
Good Capacity management
process control
Activities and Relationships

46. Direct inputs to production of services
resources
Reactive activities
Supplier Management
Rights

47. The service portfolio
Compliance
capabilities
Service Management Systems and Tools
Business Service Catalog

48. Accountable for service - works to identify and prioritize service improvements
Good Capacity management
Service units
Incident Model
Service Owner

49. Outcomes that must happen to achieve success; maps to goals
CSFs
Proactive
CSI
Scenarios

50. Compliance - quality - performance and value
Shared processes
KPI Categories
Value
Demand Management