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






2. Set of activities that create value for stakeholder






3. Using a variety of KPIs






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






5. Plan - Design - improve






6. Enable use of pre-defined methods and allow automation of process workflow.






7. Grants authorized user rights for service access






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






9. Configuration Management System






10. Effective - not perfect






11. Operational Services available to the business






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






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






14. Provides capabilities and resources to manage IT Infrastructure.






15. Am I uniquely identifiable and authorized?






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






17. People - Process - Products - Partners


18. Viewed by the business






19. Understand - anticipate - and influence demand for services






20. Shows there are many elements of a process






21. Known Error Database






22. Change Advisory Board






23. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed






24. Outcomes






25. Combination of utility and warranty






26. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?






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






28. Can overcome lack of alignment and feedback






29. Essential to governance






30. Plan - Do - Check - Act; quality improvement






31. Ability to perform agreed function when required






32. Corporate (fairness and transparency) and business (business objectives)






33. Key aspect is linkage of business impact to business objectives






34. Service and Component






35. Employees - customers - vendors - suppliers - advisors - technology






36. Higher price during peak usage






37. Technical - people






38. Measure - monitor - report - investigate






39. Match evolving demands of capacity and performance.






40. Big Bang vs Phased. Push vs Pull. Automation vs Manual.






41. Outsourced 3rd party






42. Single point of contact which is customer focused and owns communication with end user






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






44. Secure authorized and validated masters of media






45. IT Infrastructure library






46. Understand how differences generate demand






47. Creators of ITIL






48. Functionality - quality - right cost - on time






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






50. Service providers ability to coordinate - control - and deployed resources to produce value