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. Am I uniquely identifiable and authorized?






2. Associated with service and process metrics






3. Functionality - quality - right cost - on time






4. Handled as Normal - standard - or Emergency






5. Configuration Management System






6. Understand - anticipate - and influence demand for services






7. Internal - shared - external






8. Countermeasures - monitoring






9. Provides capabilities and resources to manage IT Infrastructure.






10. Ensures process is efficient - effective - consistent






11. Services being proposed - developed or changed






12. Data sources - DML and tools.






13. Come from business or customer






14. The service portfolio






15. Holistic to ensure consistency and integration.






16. Service Knowledge Management System.






17. Bundles of service assets that deliver value to business






18. Manages suppliers to support IT Targets. Ensures maximum value is obtained.






19. Ability to perform agreed function when required






20. Collection of components required to implement new or changed services.






21. Provide pre-defined steps for handling service requests.






22. Plan of action to meet targets






23. Higher price during peak usage






24. Single integrated source of info about your services. Includes costs and pricing - packages - risks - value proposition






25. Review with customer about targets






26. Measure - monitor - report - investigate






27. Return to normal service as quickly as possible






28. Legally binding agreement between 2 or more parties






29. Vital for understanding service dependencies and relationships to overall service knowledge.






30. They are synchronous






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






32. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.






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






34. Pattern of Business Activity






35. Requirements for process to operate






36. Align IT Services and mplement improvements that support business processes






37. Design of new and changed services; cost effective - efficient - high quality






38. Key assets - threats - vulnerability - impact






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






40. IT Infrastructure library






41. Security management activities are driven by this.






42. Efficient service delivery; strategic objectives realized






43. Service and Component






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






45. Accountable for service - works to identify and prioritize service improvements






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






47. Deliver value to customers and enable their business outcomes






48. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements






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






50. Continue to seek improvements in value of services