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. Local - Centralized - Virual - Follow-the-sun.






2. Clearly identified - different from input






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






4. Measurable - specific results - stakeholder - responds to specific trigger






5. Employees - customers - vendors - suppliers - advisors - technology






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






7. Combination of utility and warranty






8. Transition new and changed services into operations efficiently and effectively.






9. Lifecycle of activities that never stops






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






11. Detect events - make sense of them - and determine action






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






13. Uncertainty of outcome; positive or negative






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






15. Delivery of quality - cost effective services that meet the business' current and future functional and quality requirements.






16. Come from business or customer






17. IT Infrastructure library






18. Improve performance of service assets and utility & warranty of services






19. Countermeasures - monitoring






20. Bundles of assets that deliver goods and services to business customers






21. Secure authorized and validated masters of media






22. Can overcome lack of alignment and feedback






23. Compliance - quality - performance and value






24. Changes to service portfolio or to services; project proposals - operational - user access.






25. Big Bang vs Phased. Push vs Pull. Automation vs Manual.






26. Allocate costs to services using defined cost types and classifications






27. The service portfolio






28. Cost justified in a timely manner






29. Security management activities are driven by this.






30. Performs the detective work to get to the root cause of incidents






31. Data - Information - Knowledge - Wisdom






32. Provides capabilities and resources to manage IT Infrastructure.






33. Performs day-to-day activities to deliver services to targets






34. Forecast and manage resources required for capacity






35. Understand how differences generate demand






36. Substitutes - regulators - customers






37. Understand - anticipate - and influence demand for services






38. Defined by context of business outcomes






39. Manage Identities and rights efficiently






40. Known Error Database






41. Consists of process control - the process - and process enablers






42. Effective - not perfect






43. Set of activities that create value for stakeholder






44. Outsourced 3rd party






45. CI records/attributes; single definitive source






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






47. ITIL Core - ITIL complementary guideline






48. Plan - do - check - act to control and manage quality






49. Corporate (generic) - customer (particular business unit) - and service (all specific issues)






50. Continue to seek improvements in value of services