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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
Drivers
Goals and objectives through services
service value
Goal of Service Desk

2. Needed for process activities to continue
technology metrics
Process
Demand and delivery
inputs

3. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Release
Capacity Management 3 Sub-Processes
Reactive activities
Service Asset and Configuration Management

4. Activities to turn input to output
DML
process body
Incident Management Activities
Business Service Catalog

5. Changes to service portfolio or to services; project proposals - operational - user access.
generic process model
Rights
Demand and delivery
Types of requests

6. Bundles of assets that deliver goods and services to business customers
4 Characteristics of processes
business unit
Activities and Relationships
Service Based SLA

7. Grants authorized user rights for service access
Access Management
Service Design
Value
Operation Level Agreement

8. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.
roles
Enablers
functions
Information Security Management

9. Pattern of Business Activity
PBA
IT Service Continuity Management
Service Improvement Plan
Release Design Options

10. Begins when problem found - find a root cause and eliminate incidents
CMS
SLAM Chart
Business Service Catalog
Reactive Problem management

11. Using a variety of KPIs
SLAM Chart
Reactive Problem management
Balance View
Availability Determined by

12. Effective - not perfect
Goal of Processes
Services are about
Objectives of Release and Development
Primary Components of ITIL Library

13. Services being proposed - developed or changed
Capacity Management Resources
Service pipeline
Reactive activities
5 Aspects of Service Design

14. Plan - Design - improve
Capacity Management
Proactive
Request Models
Service Groups

15. Technology - service - process
Four P's
Service lifecycle
three metric types
CAB

16. Essential to governance
Capacity Management Resources
Security framework and ISMS
Activities and Relationships
Activity Based Demand Management

17. Compliance - quality - performance and value
Service Improvement Plan
KPI Categories
three metric types
Availability

18. Provides capabilities and resources to manage IT Infrastructure.
Change Requests
RACI Model
Service Automation
Technical management

19. Delivery of quality - cost effective services that meet the business' current and future functional and quality requirements.
Security framework and ISMS
Value to the business
Supplier Policy and Strategy
CSI Model

20. Business Impact Analysis
BIA
Directory Services
process enablers
Risk

21. Emergency Change Advisory Board
technology metrics
ECAB
Business Value Approach
Access Management

22. Drives supplier management activities
resources
Supplier Policy and Strategy
Multi-Level SLA
KPIs

23. Security management activities are driven by this.
external provider
capabilities
Information Security Policy
process body

24. Known Error Database
shared provider
KEDB
CSI Model
Capacity Management Resources

25. Make designs into reality; transition to operation environment; control risk and service disruption
Service Transition
Service Desk
CSI
Value

26. Countermeasures - monitoring
Risk Analysis
KPIs
DIKW
Risk Management

27. Continual Service Improvement
business unit
Rights
PBA
CSI

28. Financial quantification of value of services - assets - and operation forecassting
Financial management
Service Asset and Configuration Management
Sources
Service Strategy

29. Analyze patterns of business activities that occur
IT Operations Management
Release and Deployment Goal
metric
Activity Based Demand Management

30. Lifecycle of activities that never stops
Service Asset and Configuration Management
Service units
ITSCM
Shared processes

31. Higher price during peak usage
Compliance
Differential Charging
Directory Services
Activity Based Demand Management

32. Pre-defined - agreed steps to handle a particular type of problem.
Financial management
Service Catalog Management
Problem Model
generic process model

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
Goals and objectives through services
Service Asset and Configuration Management
Goal of Processes
Service Design Package

34. Service and Component
RACI Model
Two Availability Types
technology metrics
Service Asset and Configuration Management

35. Change Advisory Board
CAB
Types of requests
Problem Model
business unit

36. ITIL Core - ITIL complementary guideline
Reactive activities
Primary Components of ITIL Library
Availability Management
Capacity Management Resources

37. Accountable for service - works to identify and prioritize service improvements
Differential Charging
Service Owner
Services are about
Risk Management

38. Provide summary report of achievements and shows where to be improved
service metrics
Deming Cycle
SLAM Chart
Service Based SLA

39. Collection of components required to implement new or changed services.
Service Catalog Management
Release
Service Solution
process body

40. Big Bang vs Phased. Push vs Pull. Automation vs Manual.
Capacity Management
Activities and Relationships
CSI
Release Design Options

41. Acceptable for meeting an orgs internal and external requirements
Good practices
Availability Management
Service lifecycle
internal service provider

42. Defined by context of business outcomes
PBA
Four P's
Value
ITIL

43. Provide pre-defined steps for handling service requests.
three metric types
Technical Service Catalog
Good Capacity management
Request Models

44. Info Security management System
Activities and Relationships
ISMS
Risk Management
Capacity Management

45. 5 stages in the life of a service
Continual Service Improvement
Service Catalog
User profiles
Service lifecycle

46. Come from business or customer
BIA
Service Transition
Balance View
Service Based SLA

47. Match evolving demands of capacity and performance.
Business Value Approach
Baselines
Capacity Management
Business Service Catalog

48. Model and plan services - ask why before asking how
Service Strategy
User profiles
Service pipeline
process enablers

49. IT Infrastructure library
Access Management
Drivers
ITIL
Risk

50. Enable use of pre-defined methods and allow automation of process workflow.
Change Models
Service Review
Value to the business
process body