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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. Continual Service Improvement
Reactive Problem management
Technical Service Catalog
Service Catalog Management
CSI

2. Creators of ITIL
process control
UK OGC
Business Value
KPIs

3. Emergency Change Advisory Board
Service Groups
DIKW
ECAB
Service Desk

4. Security management activities are driven by this.
Information Security Policy
Business Case
Technical Service Catalog
outputs

5. Shows there are many elements of a process
Service Improvement Plan
Reactive activities
generic process model
triggers

6. Viewed by the business
Business Service Catalog
Service Design Package
ISMS
Contract

7. The service portfolio
Generic process model
service provider types
Availability
Service Management Systems and Tools

8. Measure - monitor - report - investigate
Capacity Management Resources
internal service provider
Reactive
Release and Deployment Goal

9. Service level needs info from other levels to be able to make agreements with customers.
three metric types
Operation Level Agreement
Activities and Relationships
Goal of Service Desk

10. Specialized org capabilities; functions and processes - professional practice
Activity Based Demand Management
service management
Incident Model
Release and Deployment Goal

11. Technical - people
service value
Continual Service Improvement
CMS
Capacity Management Resources

12. Allocate costs to services using defined cost types and classifications
Accounting
internal service provider
Supplier Management
Activities in Service Assets & Config. Management

13. Provides capabilities and resources to manage IT Infrastructure.
shared provider
Goal of Processes
Service Operation
Technical management

14. Result of the end-to-end service and calculated using technology component metrics
metric
BIA
service metrics
Service Improvement Plan

15. Return to normal service as quickly as possible
Security framework and ISMS
Demand and delivery
Goal of Service Desk
Information Security Management

16. Needed for process activities to continue
Availability Determined by
RACI Model
Problem Model
inputs

17. External 3rd party of good and services required to deliver IT services
Service Asset and Configuration Management
Supplier
Service Strategy
Event Management

18. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
Reactive Problem management
Goal of Processes
Change Management
Scenarios

19. Associated with service and process metrics
technology metrics
Multi-Level SLA
Shared processes
CMS

20. Direct inputs to production of services
Service Transition
resources
Services
Service Asset and Configuration Management

21. Understand - anticipate - and influence demand for services
external provider
Activities in Change Management
Demand Management
Identity

22. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)
Service Catalog
Services are about
Capacity Management 3 Sub-Processes
ISMS

23. Needed for comparison - gauge of progress
Baselines
Service Catalog Management
Four P's
Service Desk

24. Activities to turn input to output
service provider types
process body
ITSCM
Reactive

25. Data sources - DML and tools.
Supplier Policy and Strategy
CMS
Supplier Contract DB (SCD)
Change Requests

26. They are synchronous
Demand and delivery
Service Desk Structures
three metric types
CMS

27. Pattern of Business Activity
Capacity Plan
PBA
Accounting
Service Asset and Configuration Management

28. Essential to governance
Supplier
Security framework and ISMS
SKMS
generic process model

29. Transition new and changed services into operations efficiently and effectively.
Business Value
Business Value Approach
Business Case
ECAB

30. Single point of contact which is customer focused and owns communication with end user
Service lifecycle
Balance View
Service pipeline
Service Desk

31. Make designs into reality; transition to operation environment; control risk and service disruption
Deming Cycle
process enablers
Service Transition
Continual Service Improvement

32. Delivery of quality - cost effective services that meet the business' current and future functional and quality requirements.
IT Service Continuity Management
Service pipeline
Enablers
Value to the business

33. 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
Risk Analysis
Goals and objectives through services
Service Design Package
Service Based SLA

34. Collection of components required to implement new or changed services.
Business Service Catalog
Service Catalog Management
Release
Proactive

35. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
IT Operations Management
functions
IT Service Continuity Management
CMS

36. IT Infrastructure library
UK OGC
ITIL
Risk Management
inputs

37. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure
Incident Management Activities
Financial management
Service Management Systems and Tools
Change Requests

38. Configuration Management System
Goals and objectives through services
Service Review
CMS
Service Operation

39. CI records/attributes; single definitive source
Risk Management
Activities in Service Assets & Config. Management
Generic process model
CMDB

40. Defines all aspects of an IT Service throughout its lifecycle.
Service Design Package
Service Catalog
CI
Supplier Policy and Strategy

41. Key assets - threats - vulnerability - impact
User profiles
Value
CMS
Risk Analysis

42. Requirements for process to operate
Business Value
KEDB
Services are about
process enablers

43. Provide summary report of achievements and shows where to be improved
SLAM Chart
Service Improvement Plan
process control
Technical Service Catalog

44. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.
Service Based SLA
Information Security Management
KPI Categories
Service valuation

45. Begins when problem found - find a root cause and eliminate incidents
Reactive Problem management
Service Design
Event Management
ITSCM

46. Use of proper and consistent accounting methods
Business Value Approach
Compliance
Multi-Level SLA
Accounting

47. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
Business Value
Information Security Policy
CSFs
SLA Management

48. Acceptable for meeting an orgs internal and external requirements
Good practices
Business Value Approach
Service units
Continual Service Improvement

49. Fair value for a service
service management
Service valuation
User profiles
CSI

50. Handled as Normal - standard - or Emergency
Change Requests
Scenarios
CSI Model
PBA