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. Outcomes






2. Data - Information - Knowledge - Wisdom






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






4. Use of proper and consistent accounting methods






5. Provide summary report of achievements and shows where to be improved






6. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state






7. Services being proposed - developed or changed






8. Understand - anticipate - and influence demand for services






9. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.






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






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






12. Change Advisory Board






13. Lifecycle of activities that never stops






14. Configuration Item






15. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.






16. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure






17. Requirements for process to operate






18. Configuration Management System






19. Meet or exceed agreed availability targets.






20. Bundles of service assets that deliver value to business






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






22. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales






23. Pattern of Business Activity






24. External 3rd party of good and services required to deliver IT services






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






26. Return to normal service as quickly as possible






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






28. Key assets - threats - vulnerability - impact






29. Match evolving demands of capacity and performance.






30. Changes to service portfolio or to services; project proposals - operational - user access.






31. Uncertainty of outcome; positive or negative






32. Holistic to ensure consistency and integration.






33. Technical - people






34. Can overcome lack of alignment and feedback






35. Outsourced 3rd party






36. Fair value for a service






37. It shared by all business units






38. Pre-defined steps for handling a particular type of incident.






39. Between IT service provider and another part of the same organization






40. Technology to keep rights sorted out.






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






42. Manage Identities and rights efficiently






43. Direct inputs to production of services






44. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)






45. Technology - service - process






46. Allocate costs to services using defined cost types and classifications






47. Operational Services available to the business






48. Interfaces and dependencies of services and their components






49. Higher price during peak usage






50. Efficient service delivery; strategic objectives realized