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Test your basic knowledge |
ITIL Vocab
Start Test
Study First
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. Continue to seek improvements in value of services
Change Management
User profiles
Event Management
Continual Service Improvement
2. Between IT service provider and another part of the same organization
Operation Level Agreement
Primary Components of ITIL Library
User profiles
Identity
3. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Service Groups
Access Management
Proactive Problem management
Service Desk
4. Single point of contact which is customer focused and owns communication with end user
Service Management Systems and Tools
Information Security Management
Service Transition
Service Desk
5. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure
Technical Service Catalog
Service Design Package
Operation Level Agreement
Incident Management Activities
6. Make designs into reality; transition to operation environment; control risk and service disruption
UK OGC
CMS
Service Transition
Demand and delivery
7. IT Control and facilities management
Problem Model
Risk
Availability
IT Operations Management
8. Provide summary report of achievements and shows where to be improved
SLAM Chart
Capacity Plan
CSI Model
UK OGC
9. Plan of action to meet targets
Business Case
Service lifecycle
ECAB
Service Improvement Plan
10. Use of proper and consistent accounting methods
Services
Sources
Compliance
BIA
11. Essential for understanding risk and impact of suppliers and contracts.
Balance View
Service Catalog Management
Supplier Categorization
Financial management
12. It shared by all business units
Business Service Catalog
Service Operation
shared provider
CSI Model
13. Emergency Change Advisory Board
Two Availability Types
Good practices
Information Security Policy
ECAB
14. Fair value for a service
service value
Request Models
Service valuation
Compliance
15. Local - Centralized - Virual - Follow-the-sun.
Service Desk Structures
Activities in Change Management
Service portfolio
Service Strategy
16. Standards - industry practices - academic research - training and education - and internal experience
Continual Service Improvement
Event Management
Sources
Identity
17. Service providers ability to coordinate - control - and deployed resources to produce value
Problem Model
CSI
capabilities
CMS
18. Assignment of responsibilities during a process
Financial management
Activity Based Demand Management
roles
Proactive
19. Am I uniquely identifiable and authorized?
Scenarios
Change Requests
Identity
Financial planning
20. Legally binding agreement between 2 or more parties
Multi-Level SLA
Service Catalog
Enablers
Contract
21. Services being proposed - developed or changed
Services are about
Service pipeline
Business Value
triggers
22. Compliance - quality - performance and value
outputs
Risk Analysis
resources
KPI Categories
23. Reliability - maintainability - and serviceability
Financial planning
Availability Determined by
Service Operation
Sources
24. Align IT Services and mplement improvements that support business processes
CSI Defined
Differential Charging
process enablers
Two Availability Types
25. Secure authorized and validated masters of media
Services
inputs
DML
Incident Model
26. ITIL Core - ITIL complementary guideline
inputs
Primary Components of ITIL Library
Service Automation
Financial planning
27. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
Reactive Problem management
metric
CMDB
process enablers
28. Meet or exceed agreed availability targets.
Multi-Level SLA
inputs
Availability Management
Capacity Management 3 Sub-Processes
29. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
Primary Components of ITIL Library
CSI Model
Supplier Management
CMDB
30. Continual Service Improvement
Change Models
CSI
triggers
IT Service Continuity Management
31. Detect events - make sense of them - and determine action
Rights
Application Management
Change Models
Event Management
32. Outcomes
Business Value
Services are about
Value to the business
Service Desk Structures
33. Design of new and changed services; cost effective - efficient - high quality
Release Design Options
Deming Cycle
metric
Service Design
34. Configuration Item
Operation Level Agreement
Reactive activities
Good Capacity management
CI
35. Known Error Database
KEDB
IT Service Continuity Management
Access Management
Release and Deployment Goal
36. Associated with service and process metrics
BIA
Change Management
ECAB
technology metrics
37. Provide pre-defined steps for handling service requests.
Value
Directory Services
Request Models
Change Management
38. Design new or significantly changed services that meet the needs of the business.
Technical Service Catalog
UK OGC
Problem Management
Business Value
39. Measure - monitor - report - investigate
SLAM Chart
Supplier
Release Design Options
Reactive
40. Using a variety of KPIs
Proactive
Balance View
Release
Access Management
41. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Technical management
Value to the business
Risk Analysis
Reactive activities
42. Performs day-to-day activities to deliver services to targets
Service valuation
Request Models
Release
IT Operations Management
43. Activities to turn input to output
Problem Model
process body
Business Value Approach
Capacity Management 3 Sub-Processes
44. Viewed by the business
Reactive Problem management
Capacity Management
Business Service Catalog
Reactive
45. Accountable for service - works to identify and prioritize service improvements
inputs
metric
Service Solution
Service Owner
46. Service Knowledge Management System.
SKMS
process body
Reactive Problem management
Balance View
47. Measurable - specific results - stakeholder - responds to specific trigger
4 Characteristics of processes
Objectives of Release and Development
CMS
Information Security Policy
48. Technology to keep rights sorted out.
Service Strategy
Service valuation
Directory Services
Capacity Plan
49. Manage Identities and rights efficiently
Service Groups
Service Improvement Plan
Service Design
Good practices
50. Set of activities that create value for stakeholder
Contract
Process
Capacity Management Resources
Good Capacity management