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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. Outcomes
Services are about
Deming Cycle
Service Desk Structures
ITIL

2. Data - Information - Knowledge - Wisdom
CI
Service Asset and Configuration Management
DIKW
Supplier Policy and Strategy

3. Begins when problem found - find a root cause and eliminate incidents
Reactive Problem management
capabilities
functions
Service valuation

4. Use of proper and consistent accounting methods
Demand Management
functions
Service Solution
Compliance

5. Provide summary report of achievements and shows where to be improved
technology metrics
Application Management
SLAM Chart
Accounting

6. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
Service Owner
Value to the business
metric
UK OGC

7. Services being proposed - developed or changed
Service Solution
UK OGC
Service pipeline
5 Aspects of Service Design

8. Understand - anticipate - and influence demand for services
Technical management
Service Based SLA
Demand Management
Security framework and ISMS

9. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
service management
Service portfolio
functions
Information Security Management

10. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed
IT Operations Management
RACI Model
process control
Service Solution

11. Record - Review - Assess - Authorize - Plan - Coordinate - Review and Close.
Capacity Management
Activities in Change Management
Service Improvement Plan
Supplier Categorization

12. Change Advisory Board
Service portfolio
Information Security Policy
CAB
Technical management

13. Lifecycle of activities that never stops
BIA
Availability
ITSCM
Process

14. Configuration Item
CI
Availability
Balance View
resources

15. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.
RACI Model
Information Security Management
Business Value
Service Transition

16. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure
Identity
Business Service Catalog
Incident Management Activities
Service Asset and Configuration Management

17. Requirements for process to operate
process enablers
PBA
IT Operations Management
BIA

18. Configuration Management System
Service units
CMS
technology metrics
Four P's

19. Meet or exceed agreed availability targets.
SLAM Chart
Availability Management
Shared processes
Two Availability Types

20. Bundles of service assets that deliver value to business
Security framework and ISMS
Service units
Primary Components of ITIL Library
Two Availability Types

21. Big Bang vs Phased. Push vs Pull. Automation vs Manual.
Service Catalog
Release Design Options
Change Management
Demand Management

22. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
IT Service Continuity Management
Identity
Baselines
service value

23. Pattern of Business Activity
PBA
Two Availability Types
Incident Management Activities
Operation Level Agreement

24. External 3rd party of good and services required to deliver IT services
Supplier
Security framework and ISMS
Proactive
CMDB

25. Design new or significantly changed services that meet the needs of the business.
Business Value
Proactive Problem management
CSI Uses
4 Characteristics of processes

26. Return to normal service as quickly as possible
Service Catalog
Goal of Service Desk
Capacity Management
Change Requests

27. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
Service lifecycle
Change Models
Capacity Management Resources
CSI Model

28. Key assets - threats - vulnerability - impact
Risk Analysis
Capacity Management
Services
Service units

29. Match evolving demands of capacity and performance.
Capacity Management
Directory Services
Scenarios
User profiles

30. Changes to service portfolio or to services; project proposals - operational - user access.
Types of requests
Information Security Management
Service Strategy
capabilities

31. Uncertainty of outcome; positive or negative
4 Characteristics of processes
Service Desk Structures
IT Operations Management
Risk

32. Holistic to ensure consistency and integration.
CSI Model
ISMS
Capacity Management Resources
Business Value Approach

33. Technical - people
Release Design Options
Service Review
Availability Management
Capacity Management Resources

34. Can overcome lack of alignment and feedback
Service Based SLA
Shared processes
Rights
Risk

35. Outsourced 3rd party
external provider
SLAM Chart
Service Desk Structures
Operation Level Agreement

36. Fair value for a service
DML
triggers
internal service provider
Service valuation

37. It shared by all business units
Change Management
Business Value
shared provider
CI

38. Pre-defined steps for handling a particular type of incident.
internal service provider
Incident Model
Contract
Supplier Categorization

39. Between IT service provider and another part of the same organization
Request Models
Operation Level Agreement
Goal of Processes
Risk Analysis

40. Technology to keep rights sorted out.
Scenarios
Primary Components of ITIL Library
roles
Directory Services

41. Employees - customers - vendors - suppliers - advisors - technology
Application Management
Service portfolio
Enablers
KPIs

42. Manage Identities and rights efficiently
Service Groups
Service Design
KPIs
Two Availability Types

43. Direct inputs to production of services
Service Solution
Supplier Management
resources
Problem Management

44. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)
Problem Management
Drivers
Capacity Management 3 Sub-Processes
Security framework and ISMS

45. Technology - service - process
Service valuation
SLA Management
RACI Model
three metric types

46. Allocate costs to services using defined cost types and classifications
ITSCM
service metrics
Technical Service Catalog
Accounting

47. Operational Services available to the business
Service Catalog
Goal of Processes
internal service provider
ISMS

48. Interfaces and dependencies of services and their components
Technical Service Catalog
Multi-Level SLA
RACI Model
Good practices

49. Higher price during peak usage
Proactive Problem management
Differential Charging
Capacity Management 3 Sub-Processes
service provider types

50. Efficient service delivery; strategic objectives realized
Scenarios
Sources
Service Operation
SKMS