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Test your basic knowledge |
ITIL Vocab
Start Test
Study First
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. Assigned to identities to grant access
DIKW
Rights
Information Security Management
KPI Categories
2. Continual Service Improvement
ISMS
Four P's
CSI
IT Operations Management
3. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
Reactive
SLA Management
roles
Governance
4. Pre-defined - agreed steps to handle a particular type of problem.
Service pipeline
Event Management
Problem Model
Security framework and ISMS
5. Performs the detective work to get to the root cause of incidents
Problem Management
external provider
outputs
Release
6. Begins when problem found - find a root cause and eliminate incidents
Two Availability Types
Sources
Reactive Problem management
service management
7. Legally binding agreement between 2 or more parties
Contract
Problem Management
4 Characteristics of processes
Service Transition
8. 5 stages in the life of a service
User profiles
Activities in Change Management
Service lifecycle
Risk Analysis
9. Measurable - specific results - stakeholder - responds to specific trigger
service management
CSI Model
Service valuation
4 Characteristics of processes
10. Grants authorized user rights for service access
Access Management
IT Operations Management
service management
Service Groups
11. Drives supplier management activities
IT Service Continuity Management
Availability Determined by
CMDB
Supplier Policy and Strategy
12. Bundles of assets that deliver goods and services to business customers
Multi-Level SLA
CMDB
business unit
Types of requests
13. Pre-defined steps for handling a particular type of incident.
Goal of Service Desk
Scenarios
Incident Model
Release
14. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Proactive Problem management
KEDB
Service units
Service Catalog Management
15. CI records/attributes; single definitive source
Drivers
business unit
Application Management
CMDB
16. Needed for comparison - gauge of progress
Baselines
Objectives of Release and Development
ITSCM
Demand and delivery
17. Record - Review - Assess - Authorize - Plan - Coordinate - Review and Close.
Service Automation
CSI Uses
Activities in Change Management
Service Based SLA
18. Pattern of Business Activity
process control
Reactive activities
PBA
Reactive Problem management
19. Internal - shared - external
Request Models
Baselines
service provider types
CSI
20. Info Security management System
ISMS
CSI Defined
metric
outputs
21. Effective - not perfect
IT Service Continuity Management
Goal of Processes
internal service provider
service value
22. Provides capabilities and resources to manage IT Infrastructure.
Service Operation
Services
Supplier Categorization
Technical management
23. Service level needs info from other levels to be able to make agreements with customers.
inputs
SLAM Chart
Activities and Relationships
process enablers
24. The service portfolio
SLAM Chart
Service Management Systems and Tools
Information Security Management
Rights
25. Defined by context of business outcomes
Problem Model
Technical Service Catalog
Value
CMDB
26. Essential to governance
BIA
Business Value Approach
Release and Deployment Goal
Security framework and ISMS
27. Design new or significantly changed services that meet the needs of the business.
Demand Management
KPI Categories
Directory Services
Business Value
28. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
CSI Defined
Service Desk
IT Service Continuity Management
Supplier Policy and Strategy
29. Security management activities are driven by this.
Release and Deployment Goal
Information Security Policy
Identity
ISMS
30. Activities to turn input to output
ITSCM
process body
IT Service Continuity Management
resources
31. Forecast and manage resources required for capacity
Release and Deployment Goal
Capacity Plan
CSI Uses
Services are about
32. Financial quantification of value of services - assets - and operation forecassting
Financial management
Incident Management Activities
Accounting
resources
33. Manage Identities and rights efficiently
Service Groups
service management
Contract
Availability
34. Planning - Identification - Cotnrol - Status Reporting - Verification and Audit.
Operation Level Agreement
Activities in Service Assets & Config. Management
Demand and delivery
Change Management
35. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
IT Service Continuity Management
Good practices
Service Based SLA
Financial planning
36. Model and plan services - ask why before asking how
SLAM Chart
Service Strategy
KPIs
inputs
37. They are synchronous
KPI Categories
Demand and delivery
Shared processes
Activities and Relationships
38. Countermeasures - monitoring
CSI
Drivers
Risk Management
IT Service Continuity Management
39. Review with customer about targets
Service Review
CSI
Goal of Service Desk
Service Operation
40. Used to actively manage and report; types are qualitative and quantitative
external provider
Supplier Management
KPIs
IT Operations Management
41. Provide summary report of achievements and shows where to be improved
SLAM Chart
Types of requests
Services
Business Case
42. Specialized org capabilities; functions and processes - professional practice
Service lifecycle
service management
Service Groups
Generic process model
43. Make designs into reality; transition to operation environment; control risk and service disruption
Service Transition
Service Management Systems and Tools
CMS
Service Based SLA
44. Local - Centralized - Virual - Follow-the-sun.
Services are about
SKMS
Service Desk Structures
CSI Uses
45. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Business Value Approach
ECAB
Proactive Problem management
Reactive activities
46. Using a variety of KPIs
Event Management
5 Aspects of Service Design
Balance View
Operation Level Agreement
47. Technical - people
Capacity Management Resources
Service units
BIA
Security framework and ISMS
48. Detect events - make sense of them - and determine action
process body
CMS
Event Management
ITSCM
49. Collection of components required to implement new or changed services.
CSI Defined
CMS
Release
PBA
50. Analyze patterns of business activities that occur
Activity Based Demand Management
Availability
Supplier Categorization
Information Security Policy