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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. Provides resources and capabilities to manage application lifecycle.
service provider types
CSI Uses
Application Management
CAB

2. Changes to service portfolio or to services; project proposals - operational - user access.
Drivers
Service Operation
Types of requests
DIKW

3. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
Proactive Problem management
DIKW
Types of requests
metric

4. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
capabilities
Activities in Service Assets & Config. Management
CSI Model
SLAM Chart

5. Big Bang vs Phased. Push vs Pull. Automation vs Manual.
Service Strategy
Activities in Change Management
Release Design Options
Capacity Plan

6. Viewed by the business
service metrics
ISMS
Business Service Catalog
Proactive

7. Service Knowledge Management System.
Service Improvement Plan
SKMS
Business Value
Information Security Policy

8. Essential for understanding risk and impact of suppliers and contracts.
Compliance
Demand and delivery
resources
Supplier Categorization

9. Shows there are many elements of a process
generic process model
ITIL
Accounting
outputs

10. Defined by context of business outcomes
User profiles
Value
BIA
Directory Services

11. Record and maintain config. Info. For other processes and the business. Defines and controls service components.
Service Asset and Configuration Management
Release and Deployment Goal
Service Groups
Service Catalog

12. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
ITIL
IT Service Continuity Management
Services are about
Service Solution

13. Internal - shared - external
Service Solution
service provider types
CSFs
Service lifecycle

14. Enable use of pre-defined methods and allow automation of process workflow.
Change Models
Service Review
Primary Components of ITIL Library
Balance View

15. ITIL Core - ITIL complementary guideline
Service Design
service value
Primary Components of ITIL Library
IT Operations Management

16. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements
5 Aspects of Service Design
internal service provider
CSI Model
Scenarios

17. 5 stages in the life of a service
CSI Uses
Service lifecycle
process body
Capacity Management 3 Sub-Processes

18. Plan - Design - improve
Proactive
Capacity Management 3 Sub-Processes
Generic process model
Shared processes

19. Improve performance of service assets and utility & warranty of services
Financial planning
three metric types
Service Automation
Reactive

20. Measurable - specific results - stakeholder - responds to specific trigger
Goal of Processes
Identity
4 Characteristics of processes
service metrics

21. Model and plan services - ask why before asking how
Service Strategy
Value to the business
Availability
Service pipeline

22. Bundles of service assets that deliver value to business
RACI Model
Service units
Availability Management
CSFs

23. Security management activities are driven by this.
service value
Service Transition
Release
Information Security Policy

24. Collection of components required to implement new or changed services.
Capacity Plan
roles
Supplier Contract DB (SCD)
Release

25. Change Advisory Board
CAB
Activities in Change Management
CMS
Accounting

26. Efficient service delivery; strategic objectives realized
Service Operation
triggers
service provider types
ITSCM

27. Key aspect is linkage of business impact to business objectives
Drivers
Business Case
Service Design
CSFs

28. Corporate (generic) - customer (particular business unit) - and service (all specific issues)
CSFs
triggers
Service Groups
Multi-Level SLA

29. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
DIKW
Activities and Relationships
Reactive activities
Application Management

30. Uncertainty of outcome; positive or negative
Risk
Goals and objectives through services
Service Strategy
CAB

31. CI records/attributes; single definitive source
Four P's
inputs
CMDB
Business Value Approach

32. Used to actively manage and report; types are qualitative and quantitative
KPIs
Baselines
Supplier Categorization
Objectives of Release and Development

33. Plan of action to meet targets
Scenarios
triggers
Objectives of Release and Development
Service Improvement Plan

34. Return to normal service as quickly as possible
technology metrics
Service Owner
Goal of Service Desk
service provider types

35. Deliver value to customers and enable their business outcomes
Application Management
process control
Release and Deployment Goal
Services

36. Clearly identified - different from input
outputs
Four P's
Demand and delivery
CAB

37. External 3rd party of good and services required to deliver IT services
KPIs
KPI Categories
Supplier
Service Asset and Configuration Management

38. Accountable for service - works to identify and prioritize service improvements
Risk
Shared processes
Service pipeline
Service Owner

39. Interfaces and dependencies of services and their components
4 Characteristics of processes
Reactive activities
Technical Service Catalog
CSFs

40. Acceptable for meeting an orgs internal and external requirements
DIKW
Security framework and ISMS
Supplier
Good practices

41. Set of activities that create value for stakeholder
ECAB
Process
Service Owner
Event Management

42. Grants authorized user rights for service access
Access Management
Contract
Services
Release Design Options

43. Performs day-to-day activities to deliver services to targets
Service portfolio
internal service provider
IT Operations Management
Primary Components of ITIL Library

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

45. Key assets - threats - vulnerability - impact
Goal of Service Desk
Multi-Level SLA
Risk Analysis
service provider types

46. Drives supplier management activities
Application Management
Availability Management
Supplier Policy and Strategy
Service lifecycle

47. Defines all aspects of an IT Service throughout its lifecycle.
Primary Components of ITIL Library
Identity
Service Desk
Service Design Package

48. Cost justified in a timely manner
three metric types
Continual Service Improvement
Good Capacity management
Activities and Relationships

49. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure
Technical management
Incident Management Activities
Technical Service Catalog
technology metrics

50. Bundles of assets that deliver goods and services to business customers
DML
Supplier Contract DB (SCD)
business unit
Change Requests