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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. Combination of utility and warranty
Service Automation
Primary Components of ITIL Library
Four P's
service value

2. Substitutes - regulators - customers
Services
Activities in Change Management
Drivers
KPI Categories

3. The service portfolio
Service Management Systems and Tools
Service Asset and Configuration Management
Capacity Management 3 Sub-Processes
Baselines

4. Uncertainty of outcome; positive or negative
Release Design Options
Risk
Scenarios
external provider

5. Design of new and changed services; cost effective - efficient - high quality
service provider types
Service Design
CSI Uses
Value to the business

6. Technical - people
shared provider
outputs
Capacity Management Resources
Enablers

7. Model and plan services - ask why before asking how
Change Management
Sources
Demand Management
Service Strategy

8. Ensures process is efficient - effective - consistent
Deming Cycle
Availability Management
Services are about
process control

9. Assigned to identities to grant access
Service Owner
Rights
Service Based SLA
Availability Determined by

10. Corporate (generic) - customer (particular business unit) - and service (all specific issues)
Application Management
capabilities
Multi-Level SLA
CMS

11. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Release
Proactive Problem management
User profiles
Supplier Management

12. Make designs into reality; transition to operation environment; control risk and service disruption
Continual Service Improvement
Service Owner
Proactive Problem management
Service Transition

13. Design new or significantly changed services that meet the needs of the business.
Service Automation
Business Value
Access Management
Proactive Problem management

14. Understand - anticipate - and influence demand for services
Reactive activities
Change Management
Demand Management
CSI Uses

15. Clearly identified - different from input
Compliance
outputs
KPIs
Service pipeline

16. Continue to seek improvements in value of services
Drivers
Demand Management
CSI Defined
Continual Service Improvement

17. Associated with service and process metrics
technology metrics
Deming Cycle
three metric types
Service Automation

18. Align IT Services and mplement improvements that support business processes
Application Management
Service pipeline
Risk Analysis
CSI Defined

19. Provide pre-defined steps for handling service requests.
Differential Charging
Rights
Request Models
ECAB

20. Drives supplier management activities
Goals and objectives through services
Request Models
CSI Model
Supplier Policy and Strategy

21. Measurable - specific results - stakeholder - responds to specific trigger
4 Characteristics of processes
Service Review
Service Groups
Service Transition

22. 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
CAB
roles
Goals and objectives through services
three metric types

23. Functionality - quality - right cost - on time
Good practices
Service Solution
Goals and objectives through services
Service Asset and Configuration Management

24. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
Service Operation
Objectives of Release and Development
Primary Components of ITIL Library
PBA

25. Pre-defined steps for handling a particular type of incident.
Change Models
CSFs
CSI Uses
Incident Model

26. Internal - shared - external
ITSCM
service provider types
Directory Services
KEDB

27. Bundles of service assets that deliver value to business
Service units
Governance
Business Service Catalog
Supplier Management

28. Analyze patterns of business activities that occur
Activity Based Demand Management
Goal of Service Desk
Compliance
Service Operation

29. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
metric
Goals and objectives through services
Access Management
Services

30. Requirements for process to operate
Risk Management
Information Security Policy
process enablers
CSI

31. Service Knowledge Management System.
Identity
Goal of Service Desk
Supplier Management
SKMS

32. Efficient service delivery; strategic objectives realized
Service Operation
Proactive Problem management
Information Security Management
ITIL

33. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed
KEDB
RACI Model
shared provider
Contract

34. Effective - not perfect
Security framework and ISMS
Accounting
Goal of Processes
Release and Deployment Goal

35. Plan - do - check - act to control and manage quality
Compliance
Business Value Approach
generic process model
CSI Uses

36. Ability to perform agreed function when required
Accounting
Service Design
Capacity Plan
Availability

37. Consists of process control - the process - and process enablers
Generic process model
Drivers
Risk Management
Service Catalog Management

38. Result of the end-to-end service and calculated using technology component metrics
Service Catalog Management
business unit
Enablers
service metrics

39. Outcomes that must happen to achieve success; maps to goals
Capacity Management Resources
CSI Uses
User profiles
CSFs

40. Technology to keep rights sorted out.
CSI Defined
process control
Reactive Problem management
Directory Services

41. Data sources - DML and tools.
Good practices
Service Transition
CMS
Value

42. Outcomes
Capacity Management Resources
service metrics
Services are about
Availability Determined by

43. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
CSI Model
Multi-Level SLA
BIA
SLA Management

44. People - Process - Products - Partners

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45. Used to actively manage and report; types are qualitative and quantitative
KPIs
technology metrics
three metric types
Rights

46. Provides resources and capabilities to manage application lifecycle.
Supplier Contract DB (SCD)
Balance View
Service valuation
Application Management

47. Review with customer about targets
Baselines
Differential Charging
CAB
Service Review

48. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
ITSCM
Financial planning
Access Management
CSI Defined

49. Performs day-to-day activities to deliver services to targets
Deming Cycle
IT Operations Management
ECAB
Good Capacity management

50. Financial quantification of value of services - assets - and operation forecassting
Service Catalog
Compliance
Service lifecycle
Financial management