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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. Requirements for process to operate
Governance
Service Asset and Configuration Management
Capacity Management 3 Sub-Processes
process enablers

2. 5 stages in the life of a service
Service lifecycle
Generic process model
Financial planning
IT Service Continuity Management

3. Meet or exceed agreed availability targets.
Availability Management
CSI Uses
Supplier
Good practices

4. Pre-defined steps for handling a particular type of incident.
Incident Model
Process
KPIs
Business Value Approach

5. Use of proper and consistent accounting methods
Service pipeline
Compliance
Security framework and ISMS
Risk

6. Needed for process activities to continue
Service Automation
Business Value Approach
inputs
Types of requests

7. Changes to service portfolio or to services; project proposals - operational - user access.
Activity Based Demand Management
Types of requests
Governance
Event Management

8. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
Change Management
Compliance
IT Operations Management
Service Design Package

9. Secure authorized and validated masters of media
RACI Model
Balance View
Service lifecycle
DML

10. Handled as Normal - standard - or Emergency
Process
Service Operation
Change Requests
Proactive

11. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements
5 Aspects of Service Design
Risk
Process
Service Based SLA

12. Plan of action to meet targets
Continual Service Improvement
Service Improvement Plan
Reactive activities
Business Value

13. Shows there are many elements of a process
generic process model
SLA Management
Demand and delivery
Goal of Service Desk

14. Essential for understanding risk and impact of suppliers and contracts.
capabilities
Service Owner
Supplier Categorization
Request Models

15. Planning - Identification - Cotnrol - Status Reporting - Verification and Audit.
outputs
Activities in Service Assets & Config. Management
Deming Cycle
Services

16. Cost justified in a timely manner
Good Capacity management
Value
service provider types
Service Groups

17. Outcomes that must happen to achieve success; maps to goals
User profiles
process body
CSFs
generic process model

18. Assignment of responsibilities during a process
Operation Level Agreement
roles
Business Value Approach
process enablers

19. The service portfolio
Reactive
Business Service Catalog
DIKW
Service Management Systems and Tools

20. Operational Services available to the business
Service Catalog
Compliance
Service pipeline
Reactive activities

21. Enable use of pre-defined methods and allow automation of process workflow.
Service Management Systems and Tools
Service lifecycle
Change Models
Objectives of Release and Development

22. Key assets - threats - vulnerability - impact
business unit
Risk Analysis
Problem Model
Service portfolio

23. IT Control and facilities management
IT Operations Management
Service pipeline
Service Operation
Reactive

24. Using a variety of KPIs
Service lifecycle
inputs
Balance View
Service Asset and Configuration Management

25. Single integrated source of info about your services. Includes costs and pricing - packages - risks - value proposition
Service portfolio
Access Management
process body
Risk Management

26. Invoke process activities
triggers
Proactive Problem management
IT Service Continuity Management
Services

27. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
KPIs
Financial planning
Good Capacity management
CMS

28. Ensures process is efficient - effective - consistent
Capacity Management Resources
CMS
Availability Management
process control

29. Reliability - maintainability - and serviceability
SLA Management
CMS
Service Automation
Availability Determined by

30. Design of new and changed services; cost effective - efficient - high quality
Service Design
Generic process model
Business Value Approach
Service Owner

31. Outcomes
Balance View
Service Desk
Services are about
Rights

32. Accountable for service - works to identify and prioritize service improvements
Business Service Catalog
Service Improvement Plan
Service Owner
KPI Categories

33. Continual Service Improvement
Financial management
three metric types
CMDB
CSI

34. Corporate (generic) - customer (particular business unit) - and service (all specific issues)
SKMS
CSFs
Multi-Level SLA
IT Operations Management

35. Higher price during peak usage
ECAB
Drivers
PBA
Differential Charging

36. Acceptable for meeting an orgs internal and external requirements
Service Operation
Two Availability Types
Good practices
SLA Management

37. Info Security management System
Availability Management
Types of requests
Goals and objectives through services
ISMS

38. Measurable - specific results - stakeholder - responds to specific trigger
shared provider
Objectives of Release and Development
IT Service Continuity Management
4 Characteristics of processes

39. Provide pre-defined steps for handling service requests.
Request Models
Risk Analysis
IT Operations Management
roles

40. Service Knowledge Management System.
Service Management Systems and Tools
outputs
Activities in Service Assets & Config. Management
SKMS

41. Understand how differences generate demand
User profiles
Business Case
Continual Service Improvement
CSI

42. Pre-defined - agreed steps to handle a particular type of problem.
Problem Model
Technical Service Catalog
Risk Management
Change Requests

43. Performs day-to-day activities to deliver services to targets
IT Operations Management
Service Improvement Plan
Financial management
DML

44. Internal - shared - external
Primary Components of ITIL Library
Service Catalog
service provider types
service metrics

45. Specialized org capabilities; functions and processes - professional practice
Supplier
CMS
process control
service management

46. Known Error Database
Shared processes
RACI Model
Technical management
KEDB

47. Measure - monitor - report - investigate
Service Automation
Supplier
Reactive
Change Models

48. Set of activities that create value for stakeholder
Primary Components of ITIL Library
Process
Service Improvement Plan
Financial planning

49. Forecast and manage resources required for capacity
Service pipeline
Capacity Plan
Proactive Problem management
Service Operation

50. ITIL Core - ITIL complementary guideline
Goals and objectives through services
Service Design Package
Services are about
Primary Components of ITIL Library